The posting
Dematic Corp. has a need for a Technical Support Group Controls Engineer, within Dematic's Customer Service Department.
As an Escalation Team member, providing world class customer service to high profile customers in a timely manner. As the top tier engineer in the escalation process, you will support your pier engineers in finding or developing the information needed to support their customer's needs. Your primary focus will be to, close out backlog of active long life cases, provide case analysis to determine if the case closure was proficient, & work with management to increase solution execution efficiency.
Case analysis to determine if there are systemic issues in Dematic's supplied equipment to include resale equipment.
The Technical Support Professional provides skilled technical assistance for material handling systems and automated equipment. This role focuses on resolving moderately complex issues, supporting customers, and contributing to team knowledge while maintaining high service standards.
Strategic impact: Analyzes problems / technologies and does research to develop options for solutions or improvements that serve as a basis for decision-making.
Work: • Solves complex problems; takes a new perspective on existing solutions. • Works independently, receives minimal guidance in most situations. • Accountability: Contributes to functional / business projects and takes over accountability for parts / may have accountability for on-going activities or objectives. • Rotational on call requirement to receive incoming escalations 24/7 Including nights. • Expected to support incoming calls as needed.
Technical Support Diagnose and resolve technical issues related to conveyors, sorters, AS/RS, robotics, and PLC-controlled systems. Handle escalated cases from entry-level support and collaborate with Experts for complex problems. Maintain accurate records in ERP and ticketing systems (SAP, Oracle, Jira). Assist in implementing preventive maintenance strategies and reliability improvements.
Customer Interaction Communicate effectively with customers regarding issue status, timelines, and resolutions. Provide technical guidance during service calls and follow-ups to ensure satisfaction. Support customer-centric initiatives and assist in conflict resolution when needed.
Team Collaboration Work closely with Supervisors and Experts to share insights and best practices. Participate in training sessions and contribute to onboarding new team members. Assist in developing troubleshooting guides and knowledge base content. Work as PM to project / R&D teams responsible for coordinating the information gathering and supplying that to the appropriate teams and tickets. Support the (GIR) Global Issue Reporting system which helps engineers across the entire organization receive the assistance they need to fulfill the task they are working on.
Continuous Improvement Identify recurring issues and suggest improvements to processes or documentation. Support Lean or Six Sigma initiatives for operational efficiency. Contribute feedback on system performance and reliability enhancements. Continuous improvement initiative, to include the development and implementation of training material.
We offer:
- Career Development
- Competitive Compensation and Benefits
- Pay Transparency
- Global Opportunities
Learn More Here: https://www.dematic.com/en-us/about/careers/what-we-offer/
Dematic provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.
The base pay range for this role is estimated to be $65,000 - $140,000 at the time of posting. Final compensation will be determined by various factors such as work location, education, experience, knowledge, and skills.
Tasks and Qualifications:
What You Will do in This Role:
- Participates in the support of semi-complex systems that integrate hardware and software.
- Provides support in semi-complex material specification, schematic troubleshooting, and appropriate follow-up.
- Participates in recommending ideas related to productivity improvement, cost reduction and improvement in customer satisfaction
- Provides troubleshooting expertise to Dematic's customers
- Travel between 20-30% to different customer locations which may include weekends, holidays, and Overtime
- Average day time will be spent; 10% Time on calls, 60% Time working case Backlog& Case/Project Management, 30% Training/Training Development
What We are Looking For:
- Associate or Bachelor’s degree in Engineering, Technical Management, or related field (or equivalent experience).
- 3–5 years of experience in technical support within material handling, automation, or logistic
- 3+ years' experience with controls hardware troubleshooting
- 3+ years electrical troubleshooting experience
- Strong understanding of automated systems and basic PLC troubleshooting.
- Capable of trouble shooting Allen Bradley Logix PLC, Siemens, Modicon PLC, and controls platforms experience a plus.
- Familiarity with ERP and CRM platforms (SAP, Oracle, Salesforce Service Cloud).
- Excellent problem-solving, communication, and organizational skills.
- Ability to work in a fast-paced environment and manage multiple priorities.
- Willingness to work flexible hours and participate in on-call rotations.
- Strong customer service mentality
- Strong verbal communication skills over the phone
- Ability to work independently and manage teams
