Field Application Engineer

Who We Are

Boston-based company Piaggio Fast Forward Inc. (PFF) was founded in 2015 by the Piaggio Group (the Italian manufacturer that created the iconic Vespa scooter). We are on a mission to build technology products that move the way that people move. To bring products to market today, PFF is solving the problem of robotic interaction with people in dynamically changing environments. We’re innovators, neighbors, and creators with a passion for local living and pushing the limits on urban transportation. We support a sustainable mobility ecology with healthy lifestyles and social connectivity available to all, regardless of age or abilities.

The Role

As a Technical Sales Engineer under the Product Team at Piaggio Fast Forward, you will apply your skills to support our customer installations and demonstrations, support our sales team at trade shows, triage field issues, and identify improvement ideas for our current solutions. You will interact with multiple internal stakeholders, such as VP of Sales, Senior Sales Director, Support Manager, Product Manager, and numerous Engineering teams including SQA, ME, EE, Cloud/App, and Perception. You will help scope product applications, evaluate application performance, and support the installation either onsite or remotely depending on the application needs. Technical Sales Engineers are specialists of the PFF kilo robot, PFF Pro App and web robot management solution range and responsible for ensuring continued education, training, and documentation as new products get released. Your experiences will enable you to develop new tools and procedures for quickly identifying and resolving problems. The Application Engineer role is a hybrid position based at the Piaggio Fast Forward offices in Charlestown, MA.  The role  may require up to 50% travel at times.

The successful completion of your first year, looks like:

• You have a strong understanding of the products PFF offers and can advise on the best ways a customer can utilize them.
• You will collaborate regularly with engineering core teams, product teams, and customer support teams at PFF to provide the highest levels of service for our customers
• You are able to triage field service tickets, and to perform analysis necessary to take them to completion.

What You’ll Do

• Engage with customers to understand their technical needs and offer solutions that align with those needs.
• Provide on-site and remote pre-sales/post-sales technical support to customers, assisting with product installation, configuration, and troubleshooting.
• Develop in-depth knowledge of PFF products and solutions, staying up-to-date with new features and updates.
• Conduct PFF product demonstrations and training sessions to educate customers on product capabilities and best practices both internally and at industry events or customer’s site.
• Diagnose and resolve technical issues promptly, collaborating with internal engineering and support teams as needed.
• Create and maintain technical documentation, including installation guides and troubleshooting procedures.
• Gather customer feedback and insights to provide input for product improvements and enhancements.
• Triaging service tickets that escalate to engineering
• Assisting with installations of customer applications
• Identifying improvements to products and tracking issues seen in the field
• Traveling to customer sites for data collection and issue investigations
• Other duties as required

Requirements

• BS in Engineering, Computer Science, Robotics, or related degree
• Experience with robotics and automation systems
• Team player with strong interpersonal skills
• Excellent written and verbal communication skills
• 3+ years' hands-on experience with 3PL, Warehouse, or logistics operations.
• Knowledge of networking and network technology, such as routers, WIFI, switches, and firewalls.
• Ability to communicate technical/complex information both verbally and in writing.
• Aptitude to multitask and respond to emergency situations effectively.
• Self-motivated and able to solve problems independently and in customer settings.
• Must be able to lift 70 lbs and move a robotics device when setting up demos
• Willingness to travel to customer sites as required
• Good understanding and hands on experience with Web Services and mobile apps.
• Experience with robotics platforms, safety standards and Robotics Operating Systems such as ROS or ROS and sensors (Lidar, Stereo Camera, RGB etc..)
• Demonstrated strength in debugging and problem solving skills.
• Good understanding of Linux and Windows operating systems. Scripting is a plus.
• Experience with firmware updates, system diagnostics, and troubleshooting.
• Familiarity with hardware and software integration, as well as performance optimization techniques. 

We like you just the way you are.
Diversity fuels our innovation. Inclusion, belonging, equity, and neurodiversity drives our best-in-class culture. We strive to create workplaces where everyone feels empowered to share ideas, grow at their own pace, and work together towards a shared vision while holding each other to a higher standard. For us, DEI&B is the only way forward.

Employment Eligibility Verification
Piaggio Fast Forward participates in E-Verify, an electronic employment verification program operated by the Department of Homeland Security (DHS) in partnership with the Social Security Administration (SSA), to verify the employment eligibility of newly hired employees. Piaggio Fast Forward is an E-Verify Employer, and as such, the company will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the United States.

For more information about E-Verify, please visit the U.S. Citizenship and Immigration Services (USCIS) website: https://www.e-verify.gov/