The Response Coordination Centre (RCC) is the central support function within Dematic Software for ensuring that all customers receive a high‑quality and premium service when they require assistance with Dematic’s portfolio of logistics and automation systems.
The RCC team provides technical support to coordinate and resolve all customers’ reported incidents within stringent SLA timescales, and also supports internal Dematic business functions.
We Offer
Career Development
We support you for the entirety of your Dematic career. From a fast start learning Dematic’s history and foundational training to succeed in your role, through leadership development programs, technical training and certifications, and Career Navigator to identify challenging new opportunities, our goal is to help you grow beyond your borders.
Competitive Compensation & Benefits
Our attractive and market‑competitive total rewards packages are designed to reward high performance and assist in managing your personal and family needs. Dematic offers robust packages based on employment status and national requirements.
Pay Transparency
Dematic is committed to pay transparency. The Dematic will not discriminate against employees or applicants who inquire about, discuss, or disclose pay. However, the company will maintain confidentiality and only disclose pay information in accordance with legal duties or formal complaints.
Global Opportunities
As a global company, employees are exposed to different ideas and perspectives worldwide. We offer international assignments for qualified employees and flexible working hours with modern workspace design.
Learn more: https://www.dematic.com/en-us/about/careers/what-we-offer/
Tasks and Qualifications
* Maintain excellent communication with customers, stakeholders, and internally within DAI while following internal procedures.
* Provide support for bespoke applications via telephone and email.
* Make application‑sensitive decisions to mitigate potential disruptions to service and filter automated system alerts.
* Proactively monitor large‑scale business‑critical systems.
* Carry out all technical tasks accurately after assessing risks when performing actions on live customer applications.
* Be inquisitive and flexible enough to travel to customer sites to understand operations and enhance technical skills and industry knowledge.
* Be familiar with incident management and reporting tools and demonstrate ability to work in a customer‑facing role.
* Adopt a flexible approach to working shifts, including nights and weekends.
Essential Skills
* Exceptional verbal and written communication skills.
* Excellent listening skills to comprehend customers' incidents and translate them into technical and functional terms.
* Be able to multi‑task within a fast‑paced and structured environment.
* Apply logical thinking in an engineering capacity; a background in software engineering or computing is beneficial.
* Display personable skills such as teamwork and focus on overall team goals.
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