What We Are Looking For:

As a Manufacturing Operations Engineer, you will play a pivotal role in ensuring our products meet client needs and exceed expectations. You will be the bridge between our clients and our engineering team, providing direct advice & guidance to help customers solve issues, troubleshooting support, and enabling integration solutions. This position is ideal for someone who enjoys client interactions and is eager to make a significant impact within a small, agile team.

What You’ll Do:

• Foster Relationships: Establish and develop strong relationships with prospective clients and current customers, understanding their operations, building a map of how Pico addresses their needs, ensuring their ongoing satisfaction and developing a deep understanding of their business processes. An end to end relationship, helping guide teams through their digital transformations.
• Enable Customer Success: Engage directly with current customers to understand their equipment and software integration needs, providing tailored account management, support, and recommendations.
• Proactive Issue Resolution: Quickly diagnose and resolve issues at customer deployments, from application performance, user interface clarification, and tool communication challenges, providing timely solutions and follow-ups.
• Feedback Loop: Gather customer feedback and roadmap requests for new or enhanced features, devices and tools in our software, collaborating closely with product management to establish priorities.
• Documentation and Reporting: Compile detailed bug reports and integration documentation to assist the engineering team in understanding client issues and improving future product iterations.
• Release Coordination: Participate in planning and coordinating software releases and system upgrades, ensuring that integration solutions are adequately tested and documented.

Who You are:

• Experienced Manufacturing Professional: Operational experience at different levels in a manufacturing operation including foundational knowledge in process improvement, mistake proofing, quality management, and the relationship between work instructions, bill of material, and shop floor documentation (work orders, travelers).
• Customer-Centric Attitude: A track record of delighting clients with exceptional service and problem-solving, always striving to deliver "magic in a box”. Comfortable in training and coaching approaches to onboarding new customers.
• Curious Innovator: An innate curiosity about integrating new equipment and features into connected systems, with a keen interest in IoT technologies. Able to self discover solution paths within the confines of customer and software parameters.
• Hands-On Problem Solver: Working with customers, able to investigate issues and solve or document, recreate, and partner with technical resources to resolve in the software application.
• Equipment Savvy: Familiar with basic manufacturing and lab equipment such as torque tools, multimeters and oscilloscopes, enabling effective hardware troubleshooting.
• Strong Communicator: Excellent verbal and written communication skills, capable of conveying complex technical information clearly to non-technical stakeholders. Empathy for the prospect or customer’s situation is key, with the ability to then take that understanding and help with suggested actions to improve their operations.
• Collaborative Mindset: A proactive, team-oriented approach with the ability to work effectively in a remote environment.
• Technically Versatile: Able to quickly grasp and learn new technical functions. Comfortable transitioning between manufacturing floor problem solving to detailed software troubleshooting. Familiarity with software/manufacturing system deployment including ERP, MES, frontend (React) and backend (Go) systems, along with experience in firmware development for embedded projects is a plus.
• Educational Background: Bachelor’s Degree in Computer Science, Engineering, or a related field preferred. Comprehensive manufacturing operations experience in lieu of a degree will be considered.