Field Support Engineer, Software Coordinator

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 Field Support Engineer to support the Raymond iWAREHOUSE, Automation, and Operator Assist Engineering teams. This role will work a hybrid schedule from our headquarters in Greene, NY. In this role, 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. In office days will be at our headquarters in Greene, NY.

About you:

• Bachelor's Degree in Computer Science or Engineering (Software, Network, or Computer).
• Flexibility to travel up to 25% including internationally as needed.
• Strong customer service skills.
• Understanding of wireless networking and networking infrastructure.
• 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.
• Works well in a team or individual environment.

About the total compensation package:

Salary - $72,000 - $96,600 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

• Bachelor's Degree in Computer Science or Engineering (Software, Network, or Computer).
• Flexibility to travel up to 25% including internationally as needed.
• Strong customer service skills.
• Understanding of wireless networking and networking infrastructure.
• 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.
• Works well in a team or individual environment.