Restaurant Automation Field Support Engineer

Picnic (www.hellopicnic.com) is leading the transformation of food preparation with our automated pizza production system. This award-winning automation solution has attracted global customer interest and is poised for spectacular growth. We are now deploying our first systems to customers and are committed to amazing customer support as we build our installed base.

We are seeking an exceptional candidate who is technical, hands-on, and customer-focused. You will be responsible for successful customer integration of Picnics Pizza System into their operational system. This position requires working directly with our customers ensuring seamless robot integration.

You will be traveling to customer sites for installation through onboarding, maintenance, and support to ensure customers and 3rd party agents are adequately trained to utilize Picnics Pizza System for their ongoing success. Besides, you will help advance Picnics capabilities by learning about customers wants and needs.

This is an ideal position for those who like to be on the front lines with customers ensuring their success. An ideal candidate enjoys traveling, working in restaurant kitchens, learning about customer needs, and being part of an extended team that develops solutions.

The Field Support Engineer is a product expert who will help drive customer satisfaction, successful product adoption, and value recognition.

While we would love to hear from any passionate, talented applicants, here are some specific things we are looking for in an ideal candidate:

• BS in Engineering (Mechanical, Electrical, Industrial, or related field) or relevant experience.
• Strong customer satisfaction orientation with excellent communication and interpersonal skills.
• 2+ years of experience designing and supporting hardware and software integrated solutions for customers
• Excellent written and verbal communications skills
• Strong ability to be self-directed and work independently, with strong organization and documentation skills
• Strong analytical problem solving, critical thinking and troubleshooting skills and hands-on experience with hardware, tools, instruments, or diagnostic skills
• Ability to work cross-functionally and collaboratively
• Preferred candidate will also have experience in food service restaurant back of the house

Heres what youll do day-to-day:

• Develop a deep understanding of our pizza system, its software, and other products we offer to customers
• Understand customers pain points and their specific needs to drive product adoption and value
• Assist customers through implementation and onboarding by being on-site and training operators on the system
• Provide on-site and virtual training, support, and maintenance to ensure customer adoption and satisfaction
• Proactively monitor system performance and mitigate any issues before they occur (where possible) or escalate to the relevant teams and work toward speedy resolution.
• Develop and improve tools, utilities, documentation, and troubleshooting methodologies based on the learnings from the field and in collaboration with engineering teams
• Act as primary point of contact for any technical issues reported by customers; Act as the voice of the customer with internal teams for continuous improvement
• Have an eye for design and usability to enhance customer experience by proposing intuitive workflows for better system integration

The position is based out of LA with up to 80% travel

Picnic is the leader in automated food preparation for commercial operators in all settings. Our automated pizza production system can produce up to 300 pizzas per hour with each pizza customized for size, shape, and toppings. Our modular, configurable design is suitable for any setting from commercial kitchens, stadiums to food trucks. The design is suitable for use as a front-of-house attraction or a production workhorse in a commissary. Since our technology leverages the chef’s recipe and ingredients, Picnic can make any pizza for any customer. Our robotics-as-a-service business model enables the customer to be cash-positive from day one, realizing savings from labor, avoided food waste, improved inventory management, and consistent, high-quality results. Since our launch from stealth in late 2019, we’ve received enthusiastic interest world-wide for our unique offering. While we are 100% focused on pizza for now, the same system is adaptable to any food that is assembled: sandwiches, salads, bowls, tacos etc. Although the pandemic has forever changed food service, it has created urgent interest in food preparation automation that can perform contact-free food prep and enable social-distancing in the kitchen. In addition, by digitizing a historically manual operation, we are enabling operators to gain valuable insights about customer preferences, order patterns, ingredient preferences, and fleet-wide store benchmarking. By leveraging our mobile interface, we enhance the end-customer experience in settings as varied as offices, stadiums, or convenience stores. Picnic’s unique, patent-pending tech is changing the food service industry.