Job Introduction
Make sure to apply with all the requested information, as laid out in the job overview below.
The Customer Support Engineer role is a tier 1 position and would suit someone with knowledge of warehouse flow and WMS/WCS systems. Someone who is looking to expand their knowledge and work with over 140 customers across the world to solve their WCS challenges. This primary purpose of the Customer Support Engineer WCS is to supply TGW customers with a quality technical, 24/7 hotline service.
You'll be working alongside other talented engineers on your shift to ensure our global customer base get quick, accurate information and their WCS problems solved in a timely manner.
The role is based in Market Harborough with a hybrid working set-up.
WHAT YOULL BE HANDLING
To provide 24hr * 7 day cover on a rotated shift pattern
To provide professional telephone support to customers both internal and external
To provide professional on line software support for WCS systems
Manage and troubleshoot site-to-site and client-to-site VPNs using appropriate tools.
To manage the hotline ticket system for IT, Facilities and Controls
To manage the support process on an integrated basis.
Maintenance, support and monitoring of virtual environments.
To work on ongoing issues to reduce the volume of calls.
To provide effective communication to senior management and support colleagues.
To maintain support desk documentation.
To monitor trends and action plans to prevent issue escalation.
To follow through and own issues raised by yourself, if not resolved
To escalate problems to the next support level where required and continue to manage the problem until resolved.
To create monthly reports
To review and identify common issues raised from reports that need remedial action, either through PLC / WCS teams or additional site training
To undertake testing of WCS modules in support of the WCS team when required
To facilitate the remote monitoring of key accounts control systems
To attend sites during support office hours as required to support project works and training.
To facilitate the monitoring of hardware for upgrades such as firmware and also highlight any obsolescence to the U&E team.
When required provide additional support to the Internal IT Support Analyst
WHAT YOULL NEED
Experience in WCS.WMS Systems
Materials handling / automation experience
Experience dealing directly with customers / end users
WHAT WE OFFER
You'll get a competitive salary plus you'll be joining as a tier 1 with a plan to expand your experience and bring you up within the company. You'll also get a bonus, buy and sell holiday option, car salary sacrifice scheme, use of the office gym and personal trainers.
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