Job Introduction
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.
Main Responsibilities
* 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
About You
* Experience in WCS.WMS Systems
* Materials handling / automation experience
* Experience dealing directly with customers / end users
We Offer
We offer a competitive package with the opportunity to develop your knowledge in a high growth team.