US_East | Manufacturing & Process Engineer_L2

Role : Trasks Support Engineer

Work Location : Richmond, VA

Job Description :

The TrakSYS Support Engineer is responsible for providing technical support, maintenance, and enhancements for TrakSYS-based MES solutions. This role includes diagnosing and resolving system issues, supporting end-users, monitoring performance, and ensuring seamless MES operations across manufacturing environments.

Key Responsibilities :

• Provide Level 1 and Level 2 support for the TrakSYS MES application.
• Monitor system performance and ensure continuous uptime.
• Identify root causes and coordinate fixes with development, ERP, WMS, infrastructure, network, vendor teams, and business users.
• Query and analyze the TrakSYS SQL Server database to investigate and resolve data discrepancies, ensuring data accuracy.
• Troubleshoot TrakSYS integration issues with ERP systems (e.g., SAP), WMS (e.g., BlueYonder), and PLCs (e.g., KepServer OPC).
• Troubleshoot TrakSYS configurations (e.g., modules, services, workflows) and implement necessary changes.
• Handle incident management and service requests via ticketing tools such as ServiceNow.
• Maintain support documentation, change logs, and knowledge base articles.
• Track SLAs, KPIs, and recurring issues to drive continuous improvement.
• Support scheduled maintenance, system upgrades, and deployments.

Mandatory Skills & Proficiencies :

"All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran."