viastore North America · 2 days ago
Service Support Engineer
United States
Full-time
Remote
Mid, Senior Level
6+ years exp
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Responsibilities
Responsible to be available to viastore systems’ customers to make certain that each jobsite has minimal downtime.
Provide client support and technical issue resolution through the use of e-mail, telephone, and other electronic medium.
Responsible for using SMS to document service calls for history and invoicing purposes.
Responsible to know where all documentation, drawings, specifications, etc. are organized and located to ensure the fastest turnaround for getting a customer back up and running.
Work with viastore GmbH to ensure seamless service and support internationally.
Responsible to work with Customer Service Sales to develop sales leads and opportunities with existing customers, and assist that sales effort with technical information and pricing.
Suggest upgrades and/or enhancements to existing customers to maintain and enhance their integrated systems after initial implementation.
Develop and implement these solutions.
Assist with the continuing development of relationships with vendors and suppliers to ensure the most cost efficient pricing of new hardware and software offerings.
Work with the Customer Service Manager to make aware of any support calls to non-hotline contract customers (or hotline customers calling outside of their timeframe).
Promote Customer Service System Maintenance and Hotline Service Agreements.
Required participation in customer service on call rotation.
Qualification
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Required
Bachelor’s degree from a four-year college or university.
Strong computer skills, especially in Microsoft office suite.
Ability to define problems, collect data, establish facts, and draw valid conclusions.
Ability to interpret an extensive variety of technical requirements in specification or diagram forms and deal with multiple abstract and concrete variables.
Critical thinking, judgement and decision making skills.
Ethical conduct.
Must be able to effectively present information to management and clients.
Time management skills.
The ability to work successfully in a team environment.
Required participation in customer service on call rotation.
Preferred
Six or more years of industry related (ASRS) experience.
SAP Experience.
Bi-lingual (German).
Knowledge of RSLogix PLC programming software, Step7 Seimens PLC programming software, and AutoCAD are a bonus.
A broad understanding of SQL style databases (MSSQL and Oracle specifically) is desirable.
Proven, successful negotiations of complex, technical vendor agreements are essential.
Must be able to work independently and efficiently to meet deadlines.
Must be self-motivated, detail oriented, and well organized. Willingness to help is essential to this job.
The ability to manage multiple projects and people, and be able to jump from a given task to a service call and back fluidly.
Company
viastore North America
viastore North America is a leading international provider of automated material handling solutions including AS/RS (automated storage and retrieval systems), conveyor systems, shuttle systems, warehouse management and execution software (WMS and WES), material flow and process controls, and integrated SAP logistics solutions.
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
Alex Nitsche
CFO
Company data provided by crunchbase
