Technical Support Engineer

Kion Group AG; Stockport; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading company in automated solutions is looking for a customer-focused individual to manage incident resolutions in a dynamic environment. This role involves working closely with customers, logging incidents, initiating investigations, and promoting knowledge sharing. Candidates should have a strong background in customer-facing roles with an aptitude for problem-solving, coupled with relevant education in engineering or computing.

Benefits

Competitive salary based on experience

Incentive scheme for individual performance

Pension scheme with company contributions

25 days of holiday plus bank holidays

Private health scheme for employees

Life assurance

Newly refurbished campus with gym facilities

Qualifications

• Excellent command of English language, spoken and written.
• Team player with a willingness to accept feedback.
• Experience in a customer-facing role is essential.

Responsibilities

• Log and update reported incidents, ensuring accurate resolution.
• Investigate incidents and collaborate with team for resolution.
• Communicate effectively with customers for issue understanding.

Skills

English proficiency

Continuous improvement mindset

Ability to work shifts

Customer facing experience

Education

Higher education in engineering or computing

Tools

Incident management tools

Job description

Dematic designs, builds, and supports intelligent automated solutions empowering and sustaining the future of commerce for its customers in manufacturing, warehousing, and distribution. With research and development engineering centres, manufacturing facilities, and service centres located in more than 26 countries, the Dematic global network of over 10,000 employees has helped achieve successful customer installations for some of the world's leading brands. Headquartered in Atlanta, Dematic is a member of KION Group, one of the world's leading suppliers of industrial trucks and supply chain solutions.

What we offer:

Career Development
Competitive Compensation and Benefits
Pay Transparency
Global Opportunities
Learn More Here: https://www.dematic.com/en-us/about/careers/what-we-offer/

Tasks and Qualifications:

MAIN JOB OBJECTIVES

• Ensure reported incidents are correctly logged and assigned, and accurately updated as the resolution progresses

• Initiate investigations into relevant incidents

• Communicate with the customer to understand the underlying issue(s) and provide timely feedback

• Work proactively with colleagues across the team to ensure prompt resolution of each incident within agreed SLA timescales.

• Provide support to colleagues through knowledge sharing and promoting knowledge sharing initiatives

REQUIRED SKILLS

• An excellent command of the English language (both spoken and written)

• A team player with a desire for continuous improvement and able to accept constructive feedback in a busy working environment

• Able to adhere to current processes with an open mind

• Able to work shifts including night and weekends with a flexible approach

• Familiarity with the use of incident management and reporting tools

• Demonstrable detailed experience working in a customer facing role

DESIRED SKILLS

• A knowledge of ITIL processes, and ideally ITIL certified

• While you will be educated and supported on the job, an inherent aptitude to technical problem solving

• A willingness to visit customers' sites to gain a deeper understanding of applications

• A strong software engineering or computing background

• Experience with working in the Information Technology industry

• Further/higher education qualifications preferably in an engineering discipline and/or computing

BENEFITS

• Competitive salary- based on level of experience and expertise

• Incentive scheme designed to reward individual contribution and performance

• Group Personal Pension scheme with generous Company contributions and made by salary exchange

• Holidays - 25 days plus bank holidays

• Private Health scheme (non-contributory for employees)

• Life assurance

• Working at a newly refurbished campus which includes a gym for staff with full showering facilities