ILUS - Software Support Manager
ILUS - Software Support Manager
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Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
Overview
About Us
Daifuku is the nations leading independent U.S.based provider of intelligent material handling systems. With hundreds of engineers inhouse the company designs manufactures integrates and installs the full spectrum of intralogistics solutions. We provide leadingedge conveyor and sortation systems voice and lightdirected order fulfillment equipment controls and software robotics mezzanines and structures.
If you want to join a team of industry leading experts and who want to create an impact on the future of material handling solutions we want to hear from you.
Position Summary
The Software Support Manager manages the Wynsoft software support specialist team ensuring customers receive timely and accurate support.
Responsibilities
- Manages the Wynsoft software support team including recruiting selecting orienting training assigning scheduling coaching counseling and disciplining employees; communicating job expectations; planning monitoring appraising and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures
- Ensures customer issues are resolved effectively and team members provide a consistently high level of customer service and follow customer contact and software support processes
- Tracks and monitors call queues
- Reviews service call reports
- Helps resolve aging cases
- Travels up to 20
Qualifications
- Bachelors degree in Software Engineering or Information Systems or equivalent experience
- Minimum of 10 years of Help Desk or customer support experience preferably in material handling or industrial automation environment
- Minimum of 5 years managing a technical team
- Excellent management skills for directing coaching scheduling and assisting team members
- Expertise in multiple versions of Microsoft SQL and Oracle troubleshooting of Microsoft networking; and software support processes
- Knowledge of OSI Layer 3 and remote connection technologies such as VPN and Remote Desktop
- Knowledge of Help Desk systems and tools
- Computer skills including Microsoft Office
- Ability to multitask and prioritize work with minimal supervision
- Ability to communicate with internal and external customers with varying levels of technical knowledge
- Strong analytical problemsolving and troubleshooting skills
- Customer service orientation
- Time management skills
- Strong verbal and written communication and listening skills
- Selfmotivated and detailoriented
- Team orientation
Required Experience:
Manager
Employment Type
Unclear
