Fulfilment Support Tech

Job description

Travel : Occasional travel may be required for customer installations or field service support. The primary work location is the Portland warehouse. POSITION OVERVIEW The Fulfillment Support Technician supports the preparation, configuration, quality control, shipment, return, troubleshooting, and repair of Routeware hardware. This position is primarily based at the Portland warehouse and is responsible for helping devices move accurately and efficiently through the fulfillment process. The employee may also occasionally travel to customer locations to assist with hardware installations, troubleshooting, repairs, and deployments. Field service work and travel are secondary responsibilities of the position. ESSENTIAL RESPONSIBILITIES Fulfillment and Configuration • Configure new devices according to customer, product, and internal requirements. • Perform quality-control inspections on configured devices before they are released to customers or internal teams. • Coordinate the movement of devices through configuration, quality control, packing, shipping, repair, and return processes. • Monitor assigned fulfillment work and help ensure orders are completed accurately and on schedule. • Prepare customer shipments, including component assembly, device configuration, unit burn-in, data logging, packing, and shipping. • Support hardware kitting, inventory preparation, order processing, and other warehouse activities. • Assist with assigning and coordinating configuration work across Fulfillment and Field Service resources when directed. • Maintain accurate configuration, shipment, repair, installation, and process documentation. • Process return material authorizations and support RMA activities from intake through resolution. • Troubleshoot returned hardware and software issues. • Perform approved hardware repairs and prepare repaired or replacement equipment for shipment. • Document product defects, hardware failures, software concerns, repair findings, and recurring technical issues. • Communicate technical findings clearly to Engineering, Product, Support, and other internal teams. Field Service Support • Occasionally travel to customer locations to support installations, deployments, troubleshooting, and repairs. • Install computers, tablets, cameras, wiring, mounting equipment, and related Routeware technology on commercial trucks and other customer vehicles. • Troubleshoot installation and equipment issues in a timely and professional manner. • Follow Routeware installation standards, safety procedures, wiring practices, and customer-specific requirements. • Accurately document completed work, installation issues, equipment conditions, and required follow-up actions. • Communicate professionally with customers, coworkers, supervisors, and external partners. General Responsibilities • Manage time effectively across warehouse responsibilities, assigned projects, and occasional field service work. • Maintain a clean, organized, and safe work area. • Follow company safety, security, inventory-control, and documentation procedures. • Provide technical assistance to Fulfillment, Field Service, Support, Product, Development, and other internal teams as needed. • Perform other duties as assigned. REQUIRED QUALIFICATIONS • Experience or demonstrated aptitude in computer hardware, electronics, vehicle technology, mechanical systems, or similar technical work. • Ability to troubleshoot basic computer hardware and software issues. • Ability to follow technical instructions, wiring diagrams, configuration procedures, and documented processes. • Strong attention to detail and commitment to accurate work. • Ability to organize and prioritize multiple assignments. • Ability to work independently and collaboratively. • Clear verbal and written communication skills. • Ability to interact professionally with customers and employees across multiple departments. • Ability to travel occasionally for customer installations and field service assignments. • Ability to meet the physical requirements of the position, including lifting, standing, bending, ladder, and vehicle-access. PREFERRED QUALIFICATIONS • Experience installing computers, cameras, tablets, wiring, or other electronic equipment in commercial or heavy-duty vehicles. • Experience configuring, testing, repairing, or preparing electronic devices. • Experience working in a warehouse, fulfillment, repair, installation, or technical-service environment. • Experience with CRM software, preferably Salesforce. • Experience with Microsoft Office, Google Workspace, or similar business applications. • Experience maintaining technical, inventory, shipment, repair, or installation records. WORK ENVIRONMENT AND SCHEDULE This position works primarily in a warehouse and technical configuration environment. Work may involve standing for extended periods, handling electronic equipment, using hand tools, packing shipments, working around commercial vehicles, and occasionally performing work outdoors or at customer facilities. Occasional overtime, schedule adjustments, or overnight travel may be required based on customer and operational needs. BENEFITS Comprehensive benefits (medical with HSA option, vision, dental, and life insurance) Paid parental leave Medical and Dependent FSA 401K match Unlimited PTO Ten company holidays 1 Volunteer day Summer Friday's Routeware is an Equal Opportunity Employer and prohibits all forms of discrimination or harassment. At Routeware, we are committed to the principle of equality, and all employment decisions are based on job requirements, business needs, and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. About Routeware, Inc. Routeware is the industry leader in providing software and data analysis that enables public and private enterprises to improve the effectiveness of their waste and recycling programs. Our solutions help organizations save time and money, increase efficiency, improve safety and help make our world a greener place. Based in Portland, Oregon, the company employs a distributed team across North America and the UK. Our brands, products, and services provide an all-in-one platform to municipal and private waste haulers and other fleet services. As part of an essential and growing industry, we seek solution-oriented team players who want to positively impact the environment. Our work environment is collaborative, dynamic, fast-paced, and fun with a strong appreciation for innovation and initiative. Our Mission: Transform waste collection to drive a better future for generations to come. Our Values: Adaptability - The waste industry and technology are ever-changing, and the Routeware team never stops adapting to be at the forefront of technology innovation, supporting our customers to stay ahead. Mission-driven - At Routeware, it matters to us that our work has a lasting positive impact on our customers' outcomes, our fellow team members' well-being, and the long-term sustainability of our environment. Human-first - While technology drives our products; the real, live, caring people at Routeware are the true drivers of meaningful outcomes for our customers.