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Software Support Engineer

09 February 2024


The Software Support Engineer provides technical consulence (analysis, enhancements and software support) to customers within the scope of their individual contracts for the Swisslog Warehouse Management System (WMS) products.

The successful candidate will be responsible for implementing existing customer extension and modernization projects.

Short Facts

  • Maranello
    Maranello, Italy
  • Customer Service
    Customer Service
  • Permanent Position
    Permanent Position

Responsibilities

Technical/Commercial Knowledge
  • Ensure that all the activities defined within support contracts are executed. If required, coordinating the tasks of other departments and external suppliers.
  • Identify possible optimizations regarding the work method and organization proposing alternative solutions in order to improve organizational flow and delivered quality within the team.
  • Identify and analyze recurrent customer’s site problems, executing or coordinating the fix development or new functionalities in order to solve the anomalous situations.
  • Take ownership of a defined change order, including assessment, design, development (using SynQ), testing (in- house and on-site), documentation and delivery within the delivery deadline.
  • Handle support request using Swisslog ticketing service. Redact closure ticket report in analytic and exhaustive way in order to communicate clearly with our customers (internal or external).


Analytical thinking & decision making
  • Analyze customer issues and execute the appropriate solution, also in stressful situation.
  • Prioritize tickets in order of severity, escalating any issues to the line manager.


Leadership
  • May be required to provide on-site training or support for customers in the first few months of a new installation.
  • May be required to redact the user manuals or the procedures in order to avoid technical queries or new tickets opening.


Teamwork & integrity
  • As and when required work as an integral part of the project implementation team on customer sites, adhering to the customers own internal health and safety policies and procedures.
  • Perform activities alignment daily with the line manager.
  • Collaborate proactively with the teammates in order to overcome unexpected absences or urgent intervention on- site.
  • Knowledge sharing: Document all known errors, workarounds and resolution steps so that they are available to the rest of the team


Communication
  • Liaise with Line Manager, Software Project Managers, and Development Team if issues cannot be resolved.
  • Keep customers advised of any pending issues and any essential maintenance work


Flexibility
  • Willingness to work on customer sites
  • Willingness to work alone and unsupervised or as part of a team
  • Willingness to work out of hours (rota basis) in order to meet customers contracts


Customer focus
  • Support customer requests for support, clarifications and technical queries, bug fixing and enhancements (new functionalities, optimizations, or extensions) and data manipulation within defined SLA’s or contracts

Application Requirements

Educational / Professional Qualifications

Essential
  • Higher national diploma or Degree in computing or related subject
  • Good communication skills
    English level B2

Desirable
  • Master’s degree in computing or related subject
    Business studies qualification with computing


Necessary Experience

Essential
  • Previous experience in a support/ service role preferably in the Software industry.
  • Proven experience of providing a high standard of customer service both internally and externally
  • Background knowledge of JAVA, and databases skills

Desirable
  • Experience of working in a manual or automated logistics department
  • Background knowledge of C++ and C#
#LI-KK1

Our promise

Swisslog provides you with the possibility to grow while working with us to deliver a game changing mission: to shape the future of intralogistics by introducing an era of robotic and data-driven automated solutions that create exceptional customer value. We are proud of our Swiss roots, while the opportunities we offer stretch across the globe. We don't expect perfection, but we do expect Collaboration, Commitment, Clarity, and Competence (our Core Values) from all our colleagues. In return, we offer you the chance to be part of the driving force behind solutions that are shaping the future, while we develop the leaders that will shape ours.

Onboarding
Learn & Grow
Flexible Working Options
Great Team Spirit
Wellbeing Initiatives
Modern Work Environment
Latest Technology
Global Opportunities

About Swisslog

Swisslog is shaping the #future of #intralogistics. As part of the KUKA Group, we are at the forefront of technology that is changing the world. Serving some of the biggest and most exciting brands across the globe, we're a team of 2,000 professionals and 50 nationalities, working together to transform intralogistics with smart minds and fresh perspectives. With our flexible, #robotic and #data-driven automated solutions, we are powering the supply chain and taking the industry forward. #JoinOurTeam and bring ideas to life!

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