Customer Support SW Engineer

Dematic is looking for a talented Hot-Line Engineer, to be hired with a permanent contract, for its premises in Cernusco Sul Naviglio. He/She will cover SLA in terms of Remote Service Support for all Dematic Italy circular sorter installed base mainly on Europe Level and partially on Global level and will maximize Customer Satisfaction by Remote Troubleshooting and RCA, reporting in the most effective and efficient way.

• Career Development
• Competitive Compensation And Benefits
• Pay Transparency
• Global Opportunities

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

The Remote Service Engineer is going to work on:

• Remote Troubleshooting related to Dematic Italy Sorter Installed Base
• Root Cause Analysis
• Feedback to customers through failure report and follow-up of failures
• Remote monitoring and analysis of system performance and reliability
• Finding and development of improvements
• Monitoring and mapping the sites
• Predictive Maintenance
• According to the indication of CoE team leaders, prepare software changes
• Remote support CoE engineers when requested
• Prepare and monitor sorter statistics on live system
• Provide remote support to specific critical customers during ramp-up phase
• Provide 24h remote support for CS
• Provide customer recommendations in terms of maintenance
• Check customer satisfaction

Who are we looking for?
A candidate with the following features:

• Minimum of 2 years of experience in a similar role
• Experience in troubleshooting and problem-solving methodology
• Availability to work on shifts
• Knowledge of SW programming (C/C++ software experience)
• Knowledge of real-time OS
• Ability to read electrical and mechanical drawings
• Health and Safety awareness
• Knowledge of Microsoft Office package
• PLC Programmer & Siemens TIA Portal
• Electrical/Mechanical/Control knowledge in an Industrial environment