Job Information
The Raymond Corporation Field Support Engineer, Software Coordinator - Greene, NY in Greene, New York
Job Title Field Support Software Engineer
About our company:
The Raymond Corporation is a division of the Toyota Industries Corporation. We empower you to do great work in a company with 100 years of success, innovation and growth. Our Associates are the foundation of our continued success. If you’re innovative and enjoy the thrill of making things happen - share our vision and grow with us.
About the position:
We’re looking for a remote Field Support Engineer to support the Raymond iWAREHOUSE®, Automation, and Operator Assist Engineering teams. You will:
- Diagnose technical problems, investigate root causes, and provide accurate solutions to ensure customer systems operate as expected.
- Provide prompt and effective technical support to clients via phone, email, chat, and on site, addressing inquiries and resolving issues related to our iWAREHOUSE®, Automation, and Operator Assist solutions.
- Serve as the primary subject matter expert (SME) in understanding and explaining software processes, features, and functionalities to produce accurate and reliable and clear documentation.
- Provide technical feedback throughout the software release process, including coordinating with development teams, conducting pre-release testing, and ensuring successful software deployments.
- Develop detailed and accurate release notes that document software changes, updates, bug fixed, and new featured, catering to both technical and non-technical audiences.
- Efficiently distribute software and its corresponding documentation to the needed parties and answer any questions that may arise regarding.
- Collaborate closely with engineering teams to identify, report, and prioritize software issues. Assist in devising and implementing solutions to address identified issues promptly.
- Obtain a deep understanding of products and services to translate complex product information into simple, polished, and engaging materials.
- Understand the needs and background of different user groups and tailor both documentation and training accordingly.
- Create comprehensive training materials, including user guides, and tutorials to empower diver user groups in effectively using our product lines.
- Structure and organize documentation in a logical and user-friendly manner, ensuring that it is easy to navigate and search for information.
- Review and edit technical content as the SME for clarity, accuracy, and consistency, ensuring that it meets industry standards and best practices.
- Work individually to keep documentation up to date with software updates and new releases, revising content as necessary.
About the hybrid schedule:
- This is a hybrid role that will have a varying remote/in-office schedule based on engineering and customer needs.
About you:
- Bachelor’s Degree in engineering, comparable science degree, or equivalent practical experience.
- Flexibility to travel up to 25% including internationally as needed.
- Strong customer service experience / background.
- Basic software understanding
- Understanding of wireless networking and networking infrastructure.
- Additional knowledge of Raymond Material Handling equipment.
- Excellent presentation and communication skills, both written and verbal
- Proven ability to simplify complex concepts and make them accessible to diverse audiences.
- Strong interpersonal skills and the ability to establish rapport with participants.
- Proficient in Microsoft Office programs including Word, Excel, and PowerPoint.
- Willingness to learn new products at a fast pace.
- Flexibility to travel as needed
- Works well in a team or individual environment.
About the total compensation package:
Salary - $65,000 - $90,500 per year. Compensation depends on the selected candidate’s education and experience.
Benefits - We recognize the value of a comprehensive benefits program for our employees and work tirelessly to make sure our package meets the needs of our employees and their families. Eligible employees can elect and participate in a variety of benefits including:
- Vacation available on day 1
- 10 paid holidays
- Medical and Rx Plan options
- Dental and Vision Plan options
- Employee Assistance Program (EAP)
- Flexible Spending Accounts (FSA) for medical and dependent care
- Life Insurance and AD&D
- Short-Term and Long-Term Disability
- Accident, Critical Illness, and Indemnity Insurance
- ID Theft Protection
- Comprehensive 401(k) retirement plan with company match
- Profit Sharing Plan based on annual profitability
- Long-Term Care Insurance
- Vacation, Sick, & Volunteer Time
- Tuition Aid Program