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SSI SCHÄFER · 7 hours ago

Software Support Engineer Lead

McLane, Findlay, OH, Findlay, OH, US

Full-time

Onsite

Senior Level

SSI SCHÄFER is a leading global solution provider for intralogistics, focusing on enhancing the efficiency and sustainability of storage and transport processes. The Software Support Engineer Lead is responsible for providing technical support for automated material handling software and equipment, as well as leading a team of IT Support Engineers to ensure optimal system performance and customer satisfaction.

LogisticsWarehousingWaste Management

No H1B

Responsibilities

Identifies and resolves issues with Warehouse Management Systems (WMS) and Material Flow Systems (MFS)

Identifies issues that are mechanical or logical in nature and escalates to the appropriate team for resolution

Trains internal and external customers to increase system knowledge, resolve issues, and prevent issues from recurring

Creates documentation and training materials for system users and system service & maintenance

Designs, generates, and maintains reports detailing the daily operations of the systems

Analyzes system daily operation reports to track and identify opportunities for continued improvement

Writes and updates knowledgebase articles

Effectively communicates with customers in high-impact scenarios

Works on-call and shift work as part of rotation for 24/7 coverage

Provide leadership, coaching, and mentoring for a team of IT Support Engineers

Participate in customer and internal meetings

Works as part of an international team to ensure maximum system uptime and performance

Responsible for leading by example and ensuring team compliance with all management directives, company and departmental policies, procedures, as well as safety standards

Facilitate team operations by discussions through the sharing of information and knowledge, identification of teamwork issues, development of problem‐solving recommendations, and recommendations for standardizing team operations

Communicate all new or revised policies, procedures, and/or processes to team members to ensure they have the most up‐to‐date and current information

Create weekly team schedules to ensure appropriate coverage of work activities, including but not limited to coordinating individual leave requests, ensuring team members have sufficient time for breaks, lunches, vacation, etc

Identifies, assigns, and directs teamwork assignments to utilize resources effectively and complete assigned tasks in a timely and efficient manner

Assists the software development team with projects

Works as part of an international team to ensure maximum system uptime and performance