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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:

  • To provide 24hr * 7 day cover on a rotated shift pattern
  • To provide professional telephone support to customers both internal and external
  • To provide professional on line software support for WCS systems
  • Manage and troubleshoot site-to-site and client-to-site VPNs using appropriate tools.
  • To manage the hotline ticket system for IT, Facilities and Controls
  • To manage the support process on an integrated basis.  
  • Maintenance, support and monitoring of virtual environments.
  • To work on ongoing issues to reduce the volume of calls.
  • To provide effective communication to senior management and support colleagues.
  • To maintain support desk documentation.
  • To monitor trends and action plans to prevent issue escalation.
  • To follow through and own issues raised by yourself, if not resolved
  • To escalate problems to the next support level where required and continue to manage the problem until resolved.
  • To create monthly reports
  • To review and identify common issues raised from reports that need remedial action, either through PLC / WCS teams or additional site training
  • To undertake testing of WCS modules in support of the WCS team when required
  • To facilitate the remote monitoring of key accounts control systems
  • To attend sites during support office hours as required to support project works and training.
  • To facilitate the monitoring of 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

What you'll receive:

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

In this position, you can expect the following benefits, among others.

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An icon of a person with a graduation hat resembling the possibility of further training & development at TGW Logistics
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WE ARE LOOKING FORWARD TO YOUR APPLICATION
Go to the application form

*TGW is an employer that promotes equal opportunities. We invite everybody interested in this job to apply.

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TGW Logistics is a foundation-owned company headquartered in Austria and a global leader in warehouse automation and warehouse logistics. As a trusted systems integrator with more than 50 years of experience, we deliver end-to-end services: designing, implementing, and maintaining fulfilment centres powered by mechatronics, robotics, and advanced software solutions. With over 4,500 employees spanning Europe, Asia, and North America, we combine expertise, innovation, and a customer-centric dedication to help keep your business growing. With TGW Logistics, it's possible to transform your warehouse logistics into a competitive advantage.