Control Systems Engineer - Service Desk

Overview

At KNAPP (pronounced K-NAP, not Nap!), we "Make Complexity Simple" by offering intelligent solutions for digitizing and automating everything from production and distribution to the last mile and stores. We are the customer's value tech chain partner, partnering with the customer to create the most value within each link in their supply chain. Leveraging the latest software, AI and Robotics technology, we continue to disrupt the logistics automation industry for the world's industry leaders in grocery, healthcare, retail, e-commerce, apparel & manufacturing. We are a global company with our US headquarters located just North of Atlanta in Kennesaw, GA. KNAPP specializes in automated solutions for both WMS (Warehouse Management Systems) and WCS (Warehouse Control Systems) for B2B and B2C customers. We are a growing company of over 7,200 employees worldwide and in over 50 countries that is privately held, with 7% of our revenue reinvested in R&D, ensuring a strong and vibrant future. Join us and see how you can help change the world! For more information, visit www.knapp.com.

What You Do and What You Get To Do includes ensuring that service orders are processed in accordance with service agreements and company directives, with the ability to process service requests in a 24 / 7 shift and on-call operation, along with the tasks described below.

Essential Functions and Responsibilities

• Taking over support requests from the service desk and processing them in a solution-oriented manner.
• Forwarding the support request to the relevant specialist department if the root cause lies in a different area.
• Restoration of the service by eliminating the cause of the fault or by means of a workaround.
• Creation of a problem ticket for troubleshooting via Problem Management if it is not possible to rectify the root cause of the fault.
• Escalation to the development department if a solution cannot be found at 2nd Level Support.
• Ensuring that support requests and incident reports are processed within the agreed resolution time, taking into account the targeted or guaranteed service agreement.
• Escalation via group management if defined SLAs cannot be met.
• Ongoing monitoring of the processing status of open support requests and initiation of countermeasures if resolution times are too long.
• Prompt documentation of the incident report, taking into account the targeted or guaranteed service agreement.
• Evaluating incident reports, analyzing trends, taking measures including forwarding relevant information to group management.
• Proactively requesting customer information as part of the service agreement.
• Support the handover of installations from project management to Customer Service and document the handover in collaboration with project management.
• Training of new employees and checking / supplementing customer and internal documentation.
• Execution of small projects from Customer Service and collaboration in 3-shift operation according to shift planning.

What You Have

Working Conditions and Environment

What You Will Get

KNAPP is an equal opportunity employer. We are committed to a work environment that supports, inspires, and respects all individuals without discrimination on the basis of race, color, religion, sex, sexual orientation, gender identity, age, national origin, veteran, disability status or any other basis protected by law.

Due to the safety-sensitive nature of this position, strict adherence to KNAPP's drug-free workplace policy is required. All candidates will be subject to drug-screening in accordance with the policy and will be expected to remain drug-free during their employment. There will be no exception if recreational or medical use of marijuana is permitted in the location of employment and / or residence or if use of marijuana is only during "off-hours."

Seniority level

Mid-Senior level

Employment type

Full-time

Job function

Engineering and Information Technology

Industries

Automation Machinery Manufacturing

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