Description

Job Title: Support Engineer

This role is a specialized role within the KPI Integrated Solutions Product Support Center.  You will be a Support Engineer for KPI Integrated Solutions’ WES/WCS Product and on KPI Integrated Solutions PLC Controls product for our customers.  Your job will entail troubleshooting and identifying solutions within KPI Integrated Solutions.  Products and/or identifying the issue that may be with another 3rd party vendor.  You will need to obtain a deep understanding of the customer’s implementation and environment and be able to utilize tools (i.e. scanner logs, error logs) to determine root cause(s).

Responsibilities

• Follow up with customers, provide feedback and see problems through timely resolution.
• Ask educated questions and listen to customers to help determine root cause of issues.
• Utilize excellent customer service skills and exceed customers’ expectations.
• Collect feedback to determine patterns and issues such that they can be resolved, or FAQs can be provided to customers to ease troubleshooting.
• Work through the problem-solving process with customers, empowering them to do the same in the future.
• Read through XML configuration files.
• Troubleshoot inventory flow using text-based log files.
• Be familiar with database tables and have the ability to modify SQL Queries to track down records such as inventory in process.
• Troubleshoot PLC control systems without necessarily getting into the PLC code.
• Provide “Product” support which includes logging, documenting, tracking, troubleshooting, and monitoring problems reported by customers to ensure resolution in a timely manner that are consistent with company guidelines/procedures.
• Work closely with our development team regarding customer issues, feedback from customers, and test code changes.
• Expand and update our Knowledge Base and have the mindset of sharing your knowledge with team members and clients.
• Ensure proper recording, documentation and closure using appropriate applications.
• Provide documentation to user manuals and guides for training purposes.
• Train customers onsite and remotely.
• Test new software releases or software modifications.
• Participate in the after hours on call rotation to support our customers 24 x 7.
• Travel to customer sites approximately 20% per year.

• Understand basic SQL queries.
• Knowledgeable with all versions of Windows and Windows Server Edition.
• Understand of basic network troubleshooting.
• Desktop troubleshooting.
• Excellent verbal/written communication and organizational skills, along with interpersonal skills that allow for collaboration across a diverse group of people.
• Ability to train customers and develop training manuals/SOPs (Standard Operating Procedures)
• TeamSupport tasks and action items or Ticketing system knowledge or usage.
• Support phone line testing and switching.
• Knowledge of electrical controls components/equipment and can troubleshoot electrical control systems.
• Knowledge of electrical safety rules and procedures.
• Familiar with PLC/Networking communication protocols and equipment.
• Proficient in MS Office and PowerPoint.

Preferred Skills:

• Experience with WES/WCS systems
• Experience with server O/S, networking, scanners, label printers and VPN/RDP for remote access
• Experience working in a Warehouse Distribution environment
• SQL, Java and/or PLC programming experience, not to program but to assist with troubleshooting

Additional Information:

• Must be able to work in the United States permanently.  At this time, we will not sponsor employees.
• Relocation expenses are not available currently.

• Health Care Plan (Medical, Dental & Vision)
• Retirement Plan (401k, IRA)
• Life Insurance (Basic, Voluntary & AD&D)
• Paid Time Off (Vacation, Sick & Public Holidays)
• Family Leave (Maternity, Paternity)
• Short Term & Long Term Disability

• Training & Development
• Voluntary Life & AD&D Insurance

• Voluntary Accident, Critical Illness & Hospital Indemnity Insurance

• Pet Insurance

• Milk Stork Program

• Wellness Program with gift card redemption and wellness challenges

• Paid Time Off (Vacation, Sick & 10 Holidays)

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