The IT Service Engineer provides technical support for automated material handling software systems and equipment in warehouses and distribution centers using an array of technical tools to perform complex troubleshooting and problem solving.

Responsibilities

Essential Functions:

• Identifies and resolves issues with Warehouse Management Systems (WMS) and Material Flow Systems (MFS).
• Identifies issues that are mechanical or logical in nature and escalates to the appropriate team for resolution.
• Designs test scenarios to identify system issues.
• Trains internal and external customers to increase system knowledge, resolve issues and prevent issues from recurring.
• Creates documentation and training materials for system users and system service & maintenance.
• Designs, generates, and maintains reports detailing the daily operations of the systems.
• Analyzes system daily operation reports to track and identify opportunities for continued improvement.
• Updates help-desk ticketing system to track, monitor, and resolve issues.
• Writes and updates knowledge base articles.
• Effectively communicates with customers in high-impact scenarios.
• May travel internationally for training.

Additional Responsibilities:

• Participates in customer and internal meetings.
• Assists software development team with projects.
• Works as part of international team to ensure maximum system uptime and performance appropriate team for resolution.

Qualifications:

• 4-year degree in Computer Science or Engineering or equivalent combination of education and experience in similar work
• 1 year of experience with Java or other object-oriented programming languages
• 1 year of experience with SQL databases (Oracle, MySQL, SQL Server)