Customer Support Engineer
Posted by DMW&H (booth # S4218)
We are a leading Material Handling Systems organization recognized as a top NJ employer and are headquartered in Northern NJ. We specialize in design, integration, installation and support of warehouse material handling systems. We are experiencing exponential growth and currently offer an excellent opportunity for a Customer Support Engineer.
The successful candidate will provide expertise in resolving customer service issues and in completing projects for DMW&H’s Professional Services Group. The successful candidate will work closely with customers as well as multiple groups within DMW&H including software, network and controls engineers, project managers and sales staff. Ability to manage multiple priorities and smaller IT projects is critical. Must be able to be included in on-call rotation including nights, weekends and holidays.
Responsibilities include, but are not limited to:
Field incoming support requests via telephone and e-mail in a courteous and professional manner.
Prioritize and schedule support requests.
Build rapport and elicit problem details from customers.
Record, track, and document problem-solving process, including all decisions made, and actions taken, through to final resolution.
Use remote access tools and diagnostic utilities to aid in troubleshooting.
Perform fixes as required, including remotely installing and upgrading software, and configuring systems and applications. Test fixes to ensure problem has been adequately resolved.
Perform post-resolution follow-up and document customer acceptance of resolution. Close request.
Bachelor’s Degree in Computer Science or related discipline; or equivalent experience
Proven experience and proficiency in troubleshooting skills
Proven communication and documentation skills with both customers and internal stakeholders is critical
Familiarity with database applications, network and/or PLC control systems required
Familiarity with SQL server database development, implementation and manipulation preferred
Capable of independently leading projects
Familiarity with software applications interface with real time systems preferred
Knowledge of material handling systems, controls devices and electrical drawings is a plus
Minimal travel (25%) is required
|Preferred Contact Method
||253 Passaic Avenue
||United States of America
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