Join Team Possible!
Customer Support Engineer - WCS (M/F/D)*
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.
What you'll be handling:
- 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
What you'll need:
- 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
What you'll receive:
We offer a competitive package with the opportunity to develop your knowledge in a high growth team.
*TGW es una organización comprometida con la igualdad de oportunidades. Invitamos a todas las personas interesadas en esta posición a presentar su candidature.
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Como fundación empresarial con sede en Austria, TGW Logistics es líder mundial en automatización y logística de almacenes. Como leal integrador de sistemas, con más de 50 años de experiencia, ofrecemos servicios integrales de diseño, implementación y mantenimiento de centros logísticos, impulsados por mecatrónica, robótica y soluciones avanzadas de software. Con más de 4.500 empleados en Europa, Asia y América del Norte, combinamos experiencia, innovación y dedicación centrada en el cliente para ayudar a que su negocio siga creciendo. Con TGW Logistics, it's possible transformar tu logística de almacenamiento en una ventaja competitiva.