Technical Support Engineer

KION Business Services Polska; Stockport; On-site; GBP 40,000 - 60,000; Full time

Benefits offered by this job

Career development

Competitive compensation

Pay transparency

Global opportunities

Job summary

Dematic is seeking a proactive RCC professional in the UK to maintain high-quality service for customers, handling bespoke applications via phone and email and monitoring critical systems. The role requires strong communication, analytical thinking, and willingness to travel to customer sites as needed.

You will work within a global company that values integrity, collaboration, courage, and excellence, offering development opportunities and competitive rewards.

Qualifications

• Exceptional verbal and written communication skills.
• Excellent listening skills essential to understand incidents and translate to technical terms.
• Ability to multi-task in a fast-paced, structured environment.
• Logical thinking from a software/engineering background is beneficial.

Responsibilities

• Maintain excellent communication with customers, stakeholders and internally within DAI while following internal procedures.
• Provide support for bespoke applications via telephone and email.
• Make application-sensitive decisions to mitigate disruption to service and filter automated system alerts.
• Proactively monitor large scale business-critical systems.
• Ensure all technical tasks are carried out with accuracy after risk assessment on live customer applications.
• Travel to customer sites to understand operations and enhance technical skills.

Skills

Verbal communication

Written communication

Active listening

Multitasking

Teamwork

Tools

Incident management tools

Job description

The Response Coordination Centre (RCC) is the central support function within DAI for ensuring that all customers receive a high quality and premium service when they require assistance with DAI’s portfolio of logistics and automation systems.

We offer: Career Development We are here to support you for the entirety of your Dematic career. From a fast start of learning Dematic’s history and foundational training to succeed in your role to leadership development programs, technical training and certifications, and Career Navigator to identify challenging new opportunities, our goal is to help you grow beyond your borders.

Competitive Compensation and Benefits Our attractive and market competitive total rewards packages are designed to reward high performance and to assist in managing your personal and family needs. Dematic offers robust packages based on employment status and national requirements.

Pay Transparency Dematic is committed to pay transparency. As such, the Dematic will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, Dematic will still maintain confidentiality of your pay information. Employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by Dematic, or (c) consistent with Dematic’s legal duty to furnish information.

Global Opportunities As a global company, our employees are exposed to different ideas and perspectives from around the world. We offer international assignments for qualified employees and wherever possible, we offer flexible working hours and modern workspace design.

Learn More Here: https://www.dematic.com/en-us/about/careers/what-we-offer/

Tasks and Qualifications

• Maintaining excellent communication with customers, stakeholders and internally within DAI whilst also focusing on following internal procedures
• Providing support for bespoke applications via telephone and email
• Being able to make application-sensitive decisions to mitigate potential disruption to service and filtering automated system alerts
• Proactively monitoring large scale business-critical systems
• All technical tasks are carried out with accuracy after an assessment of risks when performing actions on live customer applications
• An inquisitive mind with some flexibility to travel to customer sites will aid understanding customers’ operations and aid in enhancing technical skills and knowledge of DAI’s industry
• Familiarity with the use of incident management and reporting tools with a demonstrable ability of working in a customer facing role would be a prerequisite
• A flexible approach to working shifts including nights and weekends is also a fundamental requirement of the role and growing with the company

Essential Skills

• Exceptional verbal and written communication skills
• Excellent listening skills are also essential when trying to comprehend customers’ reported incidents then translate them into technical and functional terms, as necessary
• Being able to multi-task within a fast-paced and highly structured environment
• The ability to apply logical thinking in an engineering capacity; coming from a strong software engineering or computing background is beneficial
• Other personable skills are also essential to the RCC roles such as being a team player as well as keeping sight of the overall team goals as this will prove invaluable to personal development and progressing technically

KION brands keep the world moving – globally, regionally, and locally. KION is the Supply Chain Solutions Company. With over 42,000 employees in more than 100 countries, we enable smart, sustainable, and reliable supply chains worldwide - wherever goods are stored, moved, or delivered. KION offers its customers the full spectrum of solutions to make their supply chains future-ready. Our international brands, Linde Material Handling, STILL, and Baoli and our regional brands, Fenwick and OM, stand for outstanding technological innovation, intelligent automation and service excellence in forklift trucks and warehouse equipment. Dematic complements this expertise with state-of-the-art automation technology and AI-supported software solutions that optimize intralogistics across warehousing, production, and distribution. Whether locally or globally – we offer exciting career opportunities in an innovative environment shaped by our core values: Integrity, Collaboration, Courage, and Excellence. Together, we create the magic of supply chain solutions.

Join our team – Push it forward.