Control Systems Engineer - MSCC

Knapp Inc-posted 2 months ago
Full-time • Mid Level
Kennesaw, GA
1,001-5,000 employees
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The position must ensure that service requests are processed in compliance with the service agreements in customer services contracts and with service operation processes according to company directives. The position is set up in a way that makes it possible for the employee to process service requests and documentation of these in a 24/7 shift operation and on-call operation, as well as to complete the below stated tasks in a timely and appropriate fashion.

  • 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.
  • 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.
  • 2 remote days per week.
  • Half day Fridays.
  • A beautiful new, state-of-the-art, office complex in Kennesaw, GA.
  • Industry competitive compensation.
  • Great benefits with better than average employer contributions, including health, dental, vision, life insurance, Flexible Spending Accounts, Short & Long Term Disability and more!
  • 401k with a very generous employer match and no vesting!
  • Paid Vacation & Holidays.
  • Profit Sharing.
  • Paid Parental Leave.
  • Subsidized Daycare.
  • Tuition Reimbursement.
  • Pet Insurance.
  • Subsidized food delivery.
  • Monthly celebrations.
  • Quarterly employee events.
  • Corporate Social Responsibility including recycling, sustainability and volunteering.
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