Join to apply for the Customer Support Engineer - WCS (M/F/D) role at TGW Northern Europe

The primary purpose of the Customer Support Engineer WCS is to supply TGW customers with a quality technical, 24/7 hotline service. You'll be working alongside other talented engineers on your shift to ensure our global customer base get quick, accurate information and their WCS problems solved in a timely manner. The role is based in Market Harborough with a hybrid working set-up.

What you'll be handling:

• To provide 24hr * 7 day cover on a rotated shift pattern
• To provide professional telephone support to customers both internal and external
• To provide professional on line software support for WCS systems
• Manage and troubleshoot site-to-site and client-to-site VPNs using appropriate tools.
• To manage the hotline ticket system for IT, Facilities and Controls
• To manage the support process on an integrated basis.
• Maintenance, support and monitoring of virtual environments.
• To work on ongoing issues to reduce the volume of calls.
• To provide effective communication to senior management and support colleagues.
• To maintain support desk documentation.
• To monitor trends and action plans to prevent issue escalation.
• To follow through and own issues raised by yourself, if not resolved
• To escalate problems to the next support level where required and continue to manage the problem until resolved.
• To create monthly reports
• To review and identify common issues raised from reports that need remedial action, either through PLC / WCS teams or additional site training
• To undertake testing of WCS modules in support of the WCS team when required
• To facilitate the remote monitoring of key accounts control systems
• To attend sites during support office hours as required to support project works and training.
• To facilitate the monitoring of hardware for upgrades such as firmware and also highlight any obsolescence to the U&E team.
• When required provide additional support to the Internal IT Support Analyst

What you'll need:

• Experience in WCS.WMS Systems
• Materials handling / automation experience
• Experience dealing directly with customers / end users

TGW is an employer that promotes equal opportunities. We invite everybody interested in this job to apply.

Seniority level

Entry level

Employment type

Full-time

Job function

Information Technology

Industries

Automation Machinery Manufacturing