Control Systems Engineer - MSCC

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Who We Are

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 customers value tech chain partner, which means 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 worlds 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 (Business to Business) and B2C (Business to Consumer) 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 .

What You Get To Do

The position must ensure that service requests are processed in compliance with the service agreements in customer services contracts and with service operation processes according to company directives. The position is set up in a way that makes it possible for the employee to process service requests and documentation of these in a 24 / 7 shift operation and on?call operation, as well as to complete the below stated tasks in a timely and appropriate fashion.

Essential Functions and Responsibilities

• Taking over support requests from the service desk and processing them in a solution?oriented manner.
• 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.
• Ensuring that support requests and incident reports are processed within the agreed resolution time, considering 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.
• Evaluating incident reports, analyzing trends, taking measures including forwarding relevant information to group management.
• Providing frequent technical updates per mail or in a bridge call to KNAPP customers during an ongoing escalation.
• Actively monitoring customer sites and proactively resolving potential Incidents.
• Support our customer on all technical and operational matters and questions.
• Work with KNAPP subsidiaries and subject matter experts to ensure an efficient communication and problem resolution.
• Coordinate and ensure a proper documentation of root cause analysis and incident resolution.
• Proactively requesting customer information as part of the service agreement.
• Training of new employees.
• Checking and supplementing customer documentation and internal documentation.
• Execution of small projects from Customer Service.
• Perform all other duties as assigned.

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 KNAPPs 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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