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KNAPP North America · 1 day ago

Control Systems Engineer - MSCC

Kennesaw, GA

Full-time

Hybrid

Mid Level

3+ years exp

KNAPP North America is a global company specializing in automated solutions for logistics and supply chain management. They are seeking a Control Systems Engineer to ensure service requests are processed in compliance with service agreements and to provide technical support and resolution for customer issues.

Industrial Automation

Responsibilities

Taking over support requests from the service desk and processing them in a solution-oriented manner

Restoration of the service by eliminating the cause of the fault or by means of a workaround

Creation of a problem ticket for troubleshooting via Problem Management if it is not possible to rectify the root cause of the fault

Ensuring that support requests and incident reports are processed within the agreed resolution time, considering the targeted or guaranteed service agreement

Escalation via group management if defined SLAs cannot be met

Ongoing monitoring of the processing status of open support requests and initiation of countermeasures if resolution times are too long

Evaluating incident reports, analyzing trends, taking measures including forwarding relevant information to group management

Providing frequent technical updates per mail or in a bridge call to KNAPP customers during an ongoing escalation

Actively monitoring customer sites and proactively resolving potential Incidents

Support our customer on all technical and operational matters and questions

Work with KNAPP subsidiaries and subject matter experts to ensure an efficient communication and problem resolution

Coordinate and ensure a proper documentation of root cause analysis and incident resolution

Proactively requesting customer information as part of the service agreement

Training of new employees

Checking and supplementing customer documentation and internal documentation

Execution of small projects from Customer Service

Perform all other duties as assigned

Qualification

IT knowledgePLC control systemsControl systemsWarehouse logisticsCommunication skillsProblem-solvingWork under pressure

Required

Bachelor's degree in related field or equivalent combination of education, training, and experience

3-5 years direct experience preferred

Excellent IT knowledge (software, hardware, networks, OS, protocols)

Good knowledge of electrics and mechanics

Basic knowledge of PLC control systems

Basic knowledge of control systems

Basic knowledge of warehouse logistics processes and automation systems

Excellent communication skills both written and verbal

Ability to record complex technical issues both orally and in writing

Ability to work well under pressure

Authorization to work in the U.S

Passport or ability to obtain passport

Professional office etiquette is always required

Travel expected up to 20%

Overtime as required by work

Ability to travel by air both domestically (US) and internationally

Physical requirements: sitting for long periods of time, standing, walking, climbing a ladder, speaking, visual acuity, finger dexterity, listening, reaching at arm's length, and lifting up to 30 pounds