Technical Support Software Engineer at Dematic Corp in Holland, Michigan

Job Description:

Dematic is a leading supplier of integrated automated technology, software and services to optimize the supply chain. Dematic employs over 7,000 skilled logistics professionals to serve its customers globally, with engineering centers and manufacturing facilities located around the world. Dematic is one brand under the KION Group of companies and has implemented more than 6,000 integrated systems for a customer base that includes small, medium and large companies doing business in a variety of market sectors.
 
Headquartered in Atlanta, Georgia, Dematic is a member of KION Group, a global leader in industrial trucks, related services and supply chain solutions. Across more than 100 countries worldwide, the KION Group designs, builds and supports logistics solutions that optimize material and information flow within factories, warehouses and distribution centers. The company is the largest manufacturer of industrial trucks in Europe, the second-largest producer of forklifts globally and a leading provider of warehouse automation.

Responsibilities

The KION Mobile Automation (KMA) Technical Support Software Engineer works as a part of the Technical Support group within Mobile Automation Global Services & Repair/Maintenance. The role holder is responsible for providing effective support of customer issues, projects dealing with all relevant issues under the guidance of the manager. He/she is providing support in the formulation of software support, technology, systems and information strategy and evolution plans and operational support policies and procedures. The Technical Support Software Engineer role holder aids in meeting business objectives, solving business problems and furthering business success by applying industry, applications and technical knowledge through the definition of high-level solutions on customer issues, projects or the development of operational processes and procedures. Entrepreneurial thinking, emotional intelligence and the ability to troubleshoot, diagnose and sound engineering skills are key for a successful candidate. The chosen candidate will have two main points of focus in addition to support projects as part of the Technical Support group: 

Act as the liaison between the KION Operating Units’ (OUs) Customer Services Group (1st, 2nd level Customer Support) and Host Software Engineering for in-life customer solution matters. The candidate will work with the Sr Manager technical support to engage the appropriate engineering resources when necessary for emergency support and manages tasking for corrective actions requiring engineering support. Provide tier 3 technical support to our OUs Customer Service Groups, assisting in support calls, providing advanced engineering diagnostics, performing bug fix code corrections and providing documentation update support.

 

 

This position requires outstanding time management and task management skills, an ability to communicate well with other Engineers as well as OU Customer Service teams and an ability to translate between technical and non-technical concepts. 

Qualifications

Experience/Degree Required:

• Minimum degree in Computer Science, Software / Computer Engineering


• 1 - 5 years of software technical support and development experience

 

Responsibilities:

• To provide analytical and innovative input to projects/operational support tasks as well as support negotiations


• Assist in maintaining systems by supporting KION Operating Units’ Customer Service on customer questions or software defects


• Analyzing customer fault issues and implementing resolution requirements


• In-life testing / debugging of a variety of host Software, including: Graphical User Interface Screens, Storage / Retrieval Algorithms and Warehouse Control Logic 


• Could be responsible for direct line managing and developing of Software Analysts, but more likely to indirectly manage people to deliver specific tasks or projects.


• To contribute in development and implementation of maintenance/repair policies and procedures


• Further developing corrective fixes or improvements to existing in-life solution programs by analyzing and identifying the areas for modification to ensure satisfactory operations.


• Creating corrective technical specifications and test plans


• Server and PC operational modification, software corrections, including Virtualized Servers.


• Provide remote support for in-life customer system solutions.


• Working closely with other Staff including: Customer Services Group, Training Documentation, LCS Engineers for corrective fixes, Project Managers for wide scale in-life updates, Hardware Engineers, System Designers for corrective fixes and Sales and Marketing for up sale opportunities


• Continually updating technical knowledge and skills by attending in-house and/or external courses, reading manuals, researching new technologies / methodologies, and accessing new applications

 

Experience/Skills Required:

• C / C ++ Programming Experience with Upper-Level Controls and User Interface points.


• Database Experience (MS-SQL, Oracle, and others)


• Experience with Microsoft Windows Server Editions and Desktop Editions


• Operating systems – Linux, MS Windows, Ubuntu, Debian…etc.


• Quality-oriented and customer-focused.


• Ability to work well with others in a fast-paced innovative environment


• Experience with Communications Protocols (TCP, UDP, FTP, etc.…).


• Experience with Microsoft Office

 

Experience/Skill Preferred:

• Agile method for development


• Material Handling: AGVs, WMS, AS/RS,


• SAP, Microsoft Dynamics, Red Prairie (or other ERP Software)


• Microsoft Visual Studio .NET, C#, C/C++.


• Knowledge of Server Hardware and Virtualization.


• Experience with PLCs or I/O Modules.


• Knowledge of Source Control – Subversion with Tortoise, GIT, and Final Builder.


• Knowledge of Task Tracking Utilities – Atlassian Jira.


• Demonstrated ability to learn new software


• Demonstrated ability to meet tight deadlines in escalated environment


• Experience with Delphi Object Orientated Programming is a plus

 

Travel:

• Travel – 5-10% (including International)

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