IT Service Engineer - Hybrid

SCHAEFER SYSTEM INTERNATIONAL INC•Charlotte, NC

2d•Hybrid

About The Position

SSI SCHAEFER is a leading material handling company that’s been in business since 1937. We’re a privately held international company with lots of diversity. You may be wondering about what a material handling company does, and that’s okay. We’re behind the scenes of our customers, and we make everything happen. Basically, we build small to large-scale projects that provide storage and distribution for manufacturers and retailers alike. This involves energy-efficient robotics, warehouse management software, data analytics, engineering, mechatronics, project management, and software development. Of course, we have a full support team of great people in our customer service, human resources, sales, marketing, accounting, and our very own warehouse teams. We're a team here at SSI SCHAEFER, and we know that it takes all of us to get the job done. We’ve won Best Places to Work™ several years in a row and offer competitive benefits like 401K/matching, a great PTO package, and because we want our family team to be healthy, we provide generous medical benefits. We also want you to be successful here. How do we do it? We put our employees and customers first, and we’ve got a great DNA culture here at SSI SCHAEFER—it’s that simple. We’re also proud to be an equal-opportunity workplace and an affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. Position Overview: The IT Service Engineer provides remote technical support for automated material handling software systems and equipment in warehouses and distribution centers using an array of technical tools to perform complex troubleshooting and problem solving. Shift: Rotating - will eventually work 1st, 2nd, 3rd, and weekend shifts.

Requirements

4-year degree in Computer Science or Engineering or equivalent combination of education and experience in similar work.
1 year of experience with Java or other object-oriented programming languages.
1 year of experience with SQL databases (Oracle, MySQL, SQL Server).
Ability to work flexible schedules

Nice To Haves

Experience in a call center environment strongly preferred.

Responsibilities

Identifies and resolves issues with Warehouse Management Systems (WMS) and Material Flow Systems (MFS) at customer locations.
Remotely assesses situations and troubleshoots customer software applications and hardware to diagnose complex issues. Provide issue resolution or follow proper escalation procedures.
Sound judgmental powers; ability to manage difficult customer situations, to respond promptly to the needs of the customer and solicit feedback to improve service
Logs customer queries, analyzes trends and identifies underlying issues.
Updates customer support documents.
Updates help-desk ticketing system to track, monitor, and resolve issues.
Effectively communicates with customers in high-impact scenarios.
May travels internationally for initial training and subsequent training.
Participates in customer and internal meetings.
Assists software development team with projects.
Works as part of international team to ensure maximum system uptime and performance.