The Software Support Engineer is a critical role within the TGW Lifetime Services (LTS) team, providing highly technical customer service and support, focusing on the TGW Software solutions. This position requires strong customer service and communication skills coupled with comprehensive technical knowledge in the areas of TGW software.
Technical Skills and Job Specific Tasks
Take remote support calls and take ownership in resolving issues related to TGW automated warehouse solutions for our customers.
Troubleshoot customer system errors, uses judgment to authorize and secure assistance, follow through with customer until issue resolved.
Follow-up with root cause evaluation and resolution after initial issues are corrected.
Effectively, professionally and accurately use our call tracking system to record customer calls, provide regular updates, and record the final resolution.
Ability to use various access software systems as needed to diagnose and resolve customer system malfunctions or perform system maintenance.
Establish and maintain organized documentation and work methods for remote support activities.
Maintain accurate, complete and timely customer service records and coordinate invoicing with Finance Department.
Participate in on-site customer transitioning process to learn the customer system and environment in order to provide exceptional customer support.
Participate in learning opportunities for continuous improvement of your skills and knowledge.
Spend time working with the TGW Software group learning TGW software installations.
Coverage varies between days, nights and weekend as planned, well in advance within the team.
Associates degree plus Software experience, or Bachelors degree in a computer related discipline or similar
Knowledge of object oriented programming
Excellent troubleshooting skills
Programming skills, well versed in C# and/or Java
Good understanding of network infrastructure, familiarity with TCP/IP, sub-netting, switching & routing, Ethernet concepts
Strong relationship building skills with high customer focus
Exceptional communication and presentation skills, with the ability to guide customers through troubleshooting and problem resolution
Team oriented approach
Not afraid to learn and participate in continuous improvement
A Plus, If You Have:
One or more years of equipment (and mechanical) experience, e.g. having being a commissioning engineer for SW systems
Material handling industry experience
Microsoft Certification (MTA or above)
Relational databases (Oracle, SQL, etc…)
Knowledge of and experience with Controls systems (Siemens / Allen Bradley)
Familiar with virtualized operating systems with VMware