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Customer Support Engineer - WCS (男性/女性/多样化)*

This primary purpose of the Customer Support Engineer WCS is to supply TGW customers with a quality technical, 24/7 hotline service.

You'll be working alongside other talented engineers on your shift to ensure our global customer base get quick, accurate information and their WCS problems solved in a timely manner. 

The role is based in Market Harborough with a hybrid working set-up.  

工作职责

  • Be part of the team providing 24hr * 7 day cover on a rotated shift pattern
  • Support customers both internal and external via telephone, email and other channels 
  • Manage and troubleshoot site-to-site and client-to-site VPNs using appropriate tools
  • Monitor the hotline ticket system for IT, Facilities and Controls
  • Maintenance, support and monitoring of virtual environments
  • Work on ongoing issues to reduce the volume of calls
  • Provide effective communication to senior management and support colleagues
  • Maintain support desk documentation
  • Monitor trends and create action plans to prevent issue escalation
  • Follow through and own issues raised by yourself, if not resolved
  • Escalate problems to the next support level where required and continue to manage the problem until resolved.
  • Support the creation of monthly reports
  • Review and identify common issues raised from reports that need remedial action, either through PLC / WCS teams or additional site training
  • Undertake testing of WCS modules in support of the WCS team when required
  • Facilitate the remote monitoring of key accounts control systems
  • Attend sites during support office hours as required to support project works and training
  •  Monitor hardware for upgrades such as firmware and also highlight any obsolescence to the U&E team
  • When required provide additional support to the Internal IT Support Analyst

要求


  • Experience in WCS.WMS Systems
  • Materials handling / automation experience
  • Experience dealing directly with customers / end users
  • Previous experience in remote support roles 
  • Effective communicator and able to manage and prioritise workload

我们提供

We offer a competitive package with the opportunity to develop your knowledge in a high growth team. 

在这个职位上,您可以享受到以下福利等:

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*TGW秉持公平公正的用人理念,我们诚邀有志于从事这份工作的各位踊跃申请,期待您的加入!

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TGW物流总部位于奥地利,是一家由基金会管理的公司,也是全球仓储自动化和仓储物流的领导者。作为一家备受信赖的系统集成商,我们拥有超过50年的丰富行业经验,致力于为客户提供从设计、实施到售后服务的全方位服务。凭借机电产品、机器人技术和先进的软件解决方案,我们为仓储物流注入强大动力。我们在欧洲、亚洲和北美拥有超过4500名员工,他们怀揣客户至上的服务理念,以专业知识和创新精神,助力您的业务持续增长。选择TGW物流,让仓储物流成为您在市场竞争中的制胜王牌。