Technical Deployment Specialist

**Position: Project Engineer / Technical Deployment Specialist**
**Location: Kitchener, ON**
**Job Type: Full-Time Permanent**
**Experience: 3-5 years**
**Education: C**ollege Diploma or **Bachelors in relevant field**
**Division: OTTO Motors**
**About the Job**
The primary objective of the Technical Deployment Specialist (TDS) role is to act as the technical coordinator for a project during the deployment phase, and support to the operations during the managed services phase. Reporting to the General Manager Managed, the Technical Deployment Specialist works closely with the assigned Project Manager (PM) and Systems Engineers (SE’s) to understand and lead the technical aspects of a project. The Technical Deployment Specialist tracks and resolves technical issues and acts as Tier 1 support for both the Project Manager and the Systems Engineer (SE) assigned to the project, as well as coordinates on product level with internal departments and subcontractors. The Technical Deployment Specialist is the technical bridge/universal translator between the Project Deployment team and the OTTO Motors Engineering team.
**Primary responsibilities include**:

- Supplement the project ‘voice of the customer’ at the technical level to the internal product organization and towards subcontractors and interact effectively with varied departments.
- Work with the Project Managers and Systems Engineers to plan and deploy projects after receiving a PO and leading up to and including a Site Acceptance Test.
- Gain a broad exposure to all aspects of the OTTO Motors technology (AMR SW, AMR HW, Infrastructure (Fleet Manager SW, IT policies, Networking), Product capabilities/limitations, and best practices for all current and recent past products.)
- Coordinate with subcontractors on a technical level to translate customer requirements into technical design specifications, testing criteria and successful delivery of technological solution by subcontractors.
- Coordinate timely supply of products to customer site from internal organization and from subcontractors.
- Gain a working knowledge of the processes and workflows of the PMO and those of other OTTO Motors teams.
- Have a familiarity with and understand the principal functions of all information systems used at OTTO Motors such as: Epicor, Jira, Salesforce, Elastic/Kibana, Wiki, Google Suite, OTTO Motors Knowledge Base, Arena/PLM.
- Pre-configure Fleet Manager OVA's (installation files) for deployment at customer sites and assist with issues arising during the installation process.
- Act as primary IT/network SME on active deployments and assigned upgrades.
- Troubleshoot issues with any of the aforementioned topics quickly and effectively, escalating in a timely manner when an issue requires a solution from a SME.
- Coordinate handling of issues and quality defects in case support required from internal suppliers or external subcontractors
- Assist with robot diagnostic data collection and primary triage for root cause analysis or escalation to Tier III or Tier IV support.
- Reduce the number of 'direct-to-engineering' escalations arising from on-site issues; this lets the developers focus on new features without getting distracted by minor issues.
- Collaborate with OTTO Motors Engineering and subcontractors to troubleshoot product related project issues.
- Keep track of the state of multiple project assignments at any given time, and maintain information records for each, during the full lifetime of the contract.
- Self-prioritize workloads, often when under multiple 'crisis' situations at customer sites.
- Communicate effectively with SMEs, other OTTO Motors employees (of varying levels of technical expertise), as well as with subcontractors and with the customer.
- Translating high-level technical concepts into easy-to-understand terms.
- Prepare technical documentation about each deployment to facilitate the transition from the deployment phase to the support phase.
- Understand the product capabilities and limitations and explain the context of each to different parties, including internal to OTTO Motors.

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About You*
You want to work for a fast-moving company that thinks big and dreams huge. You are driven, view work as more than just a job, and are never satisfied with a project left half-done. You want to be surrounded by people like you; creative, fun-loving, and passionate about their work. You are motivated by making an impact on your workplace and you thrive on challenging and rewarding problems. Oh, and you have some form of higher education with the common sense to back it up.
- Desired skills: *
- 3-5 years of relevant experience in a technical customer-facing role
- Bachelor’s degree or college diploma in engineering or other technical field
- Excellent organizational skills with a demonstrated ability to prioritize and analyze difficult issues
- Strong negotiation and communication skills, both verbal and written
- Ability to multi-task and meet dead