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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 est un employeur qui promeut l'égalité des chances. Nous invitons toutes les personnes intéressées, par ce poste, à postuler.
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TGW Logistics est une entreprise appartenant à une fondation dont le siège se trouve en Autriche et qui est un leader mondial de l'automatisation des entrepôts et de la logistique d'entreposage. En tant qu'intégrateur de systèmes reconnu, fort de plus de 50 ans d'expérience, nous fournissons des services de bout en bout clé en main : conception, fabrication, installation et maintenance de centres de préparation des commandes alimentés par la mécatronique, la robotique et des solutions logicielles avancées. Avec plus de 4 500 employés répartis entre l'Europe, l'Asie et l'Amérique du Nord, nous combinons l'expertise, l'innovation et un dévouement focalisé sur le client pour aider votre entreprise à se développer. Avec TGW Logistics, vous avez la possibilité de transformer la logistique de votre entrepôt en un avantage concurrentiel.