Innovation Support Engineer

Innovation Support Engineer

Location:

Wilmington, Massachusetts

Job ID

2603774

Join UniFirst Corporation as an Innovation Support Engineer!

Are you ready to be part of a growing, forward-thinking, and dynamic Engineering department that values creativity, problem-solving, and continuous improvement? UniFirst Corporation is currently seeking a full-time Innovation Support Engineer to join our expanding and high-performing Innovation Engineering Team. As an Innovation Support Engineer, your responsibilities will go beyond day-to-day support. You will play an active role in the successful planning and execution of a variety of Innovation Engineering projects.

Your key contributions will include:

• Collaborating with engineers from multiple disciplines, including mechanical, electrical, software, and systems engineering

• Partnering with production management, plant maintenance teams, and IT to ensure reliable system operation, maximum system utilization and minimal downtime

• Ensuring that technical and functional requirements are thoroughly defined, complete, and accurately documented

• Supporting the design, testing, and implementation of automation solutions that are efficient, scalable, and reliable

• Helping to ensure that projects are completed on schedule and within allocated budgets

• Maintaining open, proactive, and transparent communication with all stakeholders to keep them informed and aligned

This role is ideal for someone who thrives in a fast-paced, hands-on, and innovative environment. At UniFirst, you will have the opportunity to explore new ideas, apply your skills to real-world challenges, and contribute to projects that advance operational excellence. If you are driven by problem-solving, continuous learning, and emerging technologies such as AI, vision systems, robotics, and RFID, this position offers a strong platform for career growth.

Job Responsibilities will include:

• Provide timely and professional technical support via email, phone, chat, and remote tools

• Assist in developing AI-powered automated tools to monitor systems, detect anomalies, and resolve issues before they escalate

• Diagnose and troubleshoot hardware, software, system and integration issues across a range of laundry automation equipment, controls systems and applications

• Guide UniFirst Team Partners through step-by-step solutions, ensuring high levels of satisfaction and engagement through the support process

• Collaborate with Engineering, Production and IT to escalate and resolve complex or recurring issues

• Document issues, resolutions, and customer interactions in the UniFirst Service Management platform

• Contribute to the creation and maintenance of knowledge base articles, FAQs, and technical documentation

• Identify patterns in support requests and provide feedback for product improvements or bug fixes

• Develop and conduct training and instruction for Engineering and Operations Team Partners on equipment utilization, operating systems and various custom-built software applications

• Ensure timely user notification of maintenance requirements and effects on system availability

• Provide after-hours support as needed (depending on team structure)

• Stay up to date with product updates, system changes, and new features for Engineering specific applications and systems

• Work with Engineering and Production Management Teams to gather feedback on automation software applications and if change is desired, define complete and accurate requirements, utilize analytical and communication skills to obtain buy-in, interface with our Engineering Development Team for testing and schedule timely deployments

• Support various Innovation Engineering projects by conducting site assessments, overseeing equipment/system installations and completing required configurations.

The estimated salary for this position ranges from $95,000 to $114,000 yearly. Actual compensation will vary based on factors including but not limited to the candidate’s skills, experience, and qualifications. Geographic differentials may also apply depending on the position’s location. There is no application deadline for this role; recruitment will remain open until the position is filled.

Qualifications

• Bachelor’s Degree preferred in Engineering or IT

• 3 - 5 years’ experience working in Engineering or IT

• Strong understanding of ITIL and Incident Management practices

• Experience writing database queries, specifically MS SQL

• Experience with Agile project management framework, specifically Scrum

• Experience managing projects including implementation of new systems and processes is preferred

• Interpersonal and organizational skills with a strong attention to detail

• Strong leadership and communication skills that encourage strategic thinking, innovation, and action

• Ability to work independently with minimal supervision (self-starter) and to be able to work well with a team for a common goal

• Excellent written and oral communication and presentation skills, as well as experience with strategic planning, project planning and implementation

• Ability to think both abstractly and analytically, with an emphasis on problem-solving

• Ability to gather and interpret relevant data and information from a variety of sources, often requiring research skills and creativity

• Experience supporting HMI/SCADA systems is a plus

• Experience working within geographically distributed teams a plus

• Proficient with MS Office Suite (Word, PowerPoint, Excel, Outlook, SharePoint, Teams, OneNote, OneDrive, Visio)

• Ability to work calmly and constructively under pressure and meet deadlines

• Ability to convey necessary information accurately, listen effectively and ask questions where clarification is needed

• Ability to follow instructions and respond to upper managements’ directions accurately

• Demonstrate accuracy and thoroughness. Looks for ways to improve and promote quality and monitors own work to ensure quality is met

• Must be able to travel up to 30% of the time

UniFirst is an equal opportunity employer. We do not discriminate in hiring or employment against any individual on the basis of race, color, gender, national origin, ancestry, religion, physical or mental disability, age, veteran status, sexual orientation, gender identity or expression, marital status, pregnancy, citizenship, or any other factor protected by anti-discrimination laws.

If you require an accommodation during any part of the application process due to a disability or medical condition, please contact us by email at [email protected] or through our EthicsFirst portal at UniFirst.ethicspoint.com. You may also call the EthicsFirst Hotline at(800) 213-8979 (tel:+800-347-7888) to let us know the nature of your request.

UniFirst Recruiters and/or representatives will not ask job seekers to provide personal financial information when submitting a job application. Please be vigilant as such requests for information may be fraudulent.