Controls Engineer Technical Support

KION Group•Wauwatosa, WI

21h•Onsite

About The Position

Dematic Corp. is seeking a Technical Support Group Controls Engineer within its Customer Service Department. This role is for an Escalation Team member, providing world-class customer service to high-profile customers in a timely manner. As a top-tier engineer in the escalation process, you will support peer engineers by finding or developing necessary information for customer needs. The primary focus includes closing out a backlog of active long-life cases, analyzing case closures for proficiency, and collaborating with management to enhance solution execution efficiency. This also involves analyzing cases to identify systemic issues in Dematic's supplied equipment, including resale equipment. The Technical Support Professional offers skilled technical assistance for material handling systems and automated equipment, focusing on resolving moderately complex issues, supporting customers, and contributing to team knowledge while upholding high service standards. The role involves analyzing problems and technologies, conducting research to develop solution options, solving complex problems with new perspectives, working independently with minimal guidance, and contributing to functional/business projects with accountability for specific parts or ongoing activities.

Requirements

Associate or Bachelor’s degree in Engineering, Technical Management, or related field (or equivalent experience).
3–5 years of experience in technical support within material handling, automation, or logistics.
3+ years' experience with controls hardware troubleshooting.
3+ years electrical troubleshooting experience.
Strong understanding of automated systems and basic PLC troubleshooting.
Familiarity with ERP and CRM platforms (SAP, Oracle, Salesforce Service Cloud).
Excellent problem-solving skills.
Excellent communication skills.
Excellent organizational skills.
Ability to work in a fast-paced environment and manage multiple priorities.
Willingness to work flexible hours and participate in on-call rotations.
Strong customer service mentality.
Strong verbal communication skills over the phone.
Ability to work independently and manage teams.

Nice To Haves

Experience with Allen Bradley Logix PLC, Siemens, Modicon PLC, and controls platforms.

Responsibilities

Provide world class customer service to high profile customers in a timely manner.
Support pier engineers in finding or developing the information needed to support their customer's needs.
Close out backlog of active long life cases.
Provide case analysis to determine if the case closure was proficient.
Work with management to increase solution execution efficiency.
Conduct case analysis to determine if there are systemic issues in Dematic's supplied equipment, including resale equipment.
Provide skilled technical assistance for material handling systems and automated equipment.
Resolve moderately complex issues.
Support customers.
Contribute to team knowledge while maintaining high service standards.
Analyze problems / technologies and do research to develop options for solutions or improvements that serve as a basis for decision-making.
Contribute to functional / business projects and take over accountability for parts / may have accountability for on-going activities or objectives.
Participate in rotational on call requirement to receive incoming escalations 24/7 including nights.
Support incoming calls as needed.
Diagnose and resolve technical issues related to conveyors, sorters, AS/RS, robotics, and PLC-controlled systems.
Handle escalated cases from entry-level support.
Collaborate with Experts for complex problems.
Maintain accurate records in ERP and ticketing systems (SAP, Oracle, Jira).
Assist in implementing preventive maintenance strategies and reliability improvements.
Communicate effectively with customers regarding issue status, timelines, and resolutions.
Provide technical guidance during service calls and follow-ups to ensure satisfaction.
Support customer-centric initiatives and assist in conflict resolution when needed.
Work closely with Supervisors and Experts to share insights and best practices.
Participate in training sessions and contribute to onboarding new team members.
Assist in developing troubleshooting guides and knowledge base content.
Work as PM to project / R&D teams responsible for coordinating the information gathering and supplying that to the appropriate teams and tickets.
Support the (GIR) Global Issue Reporting system.
Identify recurring issues and suggest improvements to processes or documentation.
Support Lean or Six Sigma initiatives for operational efficiency.
Contribute feedback on system performance and reliability enhancements.
Develop and implement training material as part of continuous improvement initiatives.
Participate in the support of semi-complex systems that integrate hardware and software.
Provide support in semi-complex material specification, schematic troubleshooting, and appropriate follow-up.
Participate in recommending ideas related to productivity improvement, cost reduction and improvement in customer satisfaction.
Provide troubleshooting expertise to Dematic's customers.
Travel between 20-30% to different customer locations which may include weekends, holidays, and Overtime.