Technical Support Engineer

Grand Rapids, Michigan

Summary                              

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.

Competencies

  • Critical thinking, judgement and decision making skills.
  • Ethical conduct.
  • Must be able to effectively present information to management and clients.
  • Time management skills.
  • The ability to work successfully in a team environment.

Supervisory Responsibility

This position has no direct supervisory responsibility, but may serve as a coach and mentor for peers in the department.

Work Environment

This job operates primarily in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines. While onsite at customer locations, work environment may change.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job.

While performing the duties of this job, the employee is regularly required to sit. The employee frequently is required to walk; use hands to touch, handle, or feel; reach with hands and arms; and talk or hear. The employee is occasionally required to sit; climb or balance; and stoop, kneel, crouch or crawl. The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision color vision and the ability to adjust focus. While onsite at customer location(s) physical demands may change

Travel Requirements           

Travel to customer locations upon completion of a project implementation to meet the customer’s representatives, develop relationships, and become familiar with the systems in order to support them better. Travel may be overnight or extended.

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.
  • 2 or more years’ experience in the Automated Material Handling Industry with experience in system design/engineering and cost calculations preferably involving both ASRS and Conveyor Systems. 
  • Experience with AutoCAD, Microsoft product suite including MSWord, MS Excel and MS Project.

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.