Technical Support Engineer

Location in Grand Rapids, Michigan

Technical support of all viastore material handling system installations including, viad@tWMS software, legacy software, HMI software, PLC support, and associated mechanical and electrical systems is required. Currently responsible to be available 24/7 on rotating shifts to handle customer calls. Regularly communicate with viastore subsidiaries.

Essential Job Functions

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Responsible to be available to viastore systems’ customers to make certain that each jobsite has minimal downtime.  Provide client support and technical issue resolution through the use of e-mail, telephone, and other electronic medium.
  • Responsible for using SMS to document service calls for history and invoicing purposes.
  • Responsible to know where all documentation, drawings, specifications, etc. are organized and located to ensure the fastest turnaround for getting a customer back up and running.
  • Work with viastore GmbH to ensure seamless service and support internationally.
  • Responsible to work with Customer Service Sales to develop sales leads and opportunities with existing customers, and assist that sales effort with technical information and pricing.  Suggest upgrades and/or enhancements to existing customers to maintain and enhance their integrated systems after initial implementation. Develop and implement these solutions.
  • Assist with the continuing development of relationships with vendors and suppliers to ensure the most cost efficient pricing of new hardware and software offerings.
  • Work with the Customer Service Manager to make aware of any support calls to non-hotline contract customers (or hotline customers calling outside of their timeframe).
  • Promote Customer Service System Maintenance and Hotline Service Agreements.
  • Required participation in customer service on call rotation.

Required Education and Experience

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Bachelor’s degree from a four-year college or university.
  • Strong computer skills, especially in Microsoft office suite.
  • Ability to define problems, collect data, establish facts, and draw valid conclusions.
  • Ability to interpret an extensive variety of technical requirements in specification or diagram forms and deal with multiple abstract and concrete variables.

Preferred Education and Experience

  • Six or more years of industry related (ASRS) experience.
  • SAP Experience.
  • Bi-lingual (German).
  • Knowledge of RSLogix PLC programming software, Step7 Seimens PLC programming software, and AutoCAD are a bonus.
  • A broad understanding of SQL style databases (MSSQL and Oracle specifically) is desirable.

Additional Eligibility Qualifications

  • Strong computer skills, especially in Microsoft office suite.
  • Proven, successful negotiations of complex, technical vendor agreements are essential.  
  • Must be able to work independently and efficiently to meet deadlines.
  • Must be self-motivated, detail oriented, and well organized.  Willingness to help is essential to this job.
  • The ability to manage multiple projects and people, and be able to jump from a given task to a service call and back fluidly.

If you would like to join us in creating many "Wows", we look forward to receiving your application to career.us@viastore.com