Dematic Corp. has a need for a Technical Support Group Controls Engineer within Dematics Customer Service Department.

As an Escalation Team member providing world class customer service to high profile customers in a timely manner. As the top tier engineer in the escalation process you will support your pier engineers in finding or developing the information needed to support their customers needs. Your primary focus will be to close out backlog of active long life cases provide case analysis to determine if the case closure was proficient & work with management to increase solution execution efficiency.

Case analysis to determine if there are systemic issues in Dematics supplied equipment to include resale equipment.

The Technical Support Professional provides skilled technical assistance for material handling systems and automated equipment. This role focuses on resolving moderately complex issues supporting customers and contributing to team knowledge while maintaining high service standards.

Strategic impact: Analyzes problems / technologies and does research to develop options for solutions or improvements that serve as a basis for decision-making.

Work:
Solves complex problems; takes a new perspective on existing solutions.
Works independently receives minimal guidance in most situations.
Accountability: Contributes to functional / business projects and takes over accountability for parts / may have accountability for on-going activities or objectives.
Rotational on call requirement to receive incoming escalations 24/7 Including nights.
Expected to support incoming calls as needed.

Technical Support
Diagnose and resolve technical issues related to conveyors sorters AS/RS robotics and PLC-controlled systems.
Handle escalated cases from entry-level support and collaborate with Experts for complex problems.
Maintain accurate records in ERP and ticketing systems (SAP Oracle Jira).
Assist in implementing preventive maintenance strategies and reliability improvements.

Customer Interaction
Communicate effectively with customers regarding issue status timelines and resolutions.
Provide technical guidance during service calls and follow-ups to ensure satisfaction.
Support customer-centric initiatives and assist in conflict resolution when needed.

Team Collaboration
Work closely with Supervisors and Experts to share insights and best practices.
Participate in training sessions and contribute to onboarding new team members.
Assist in developing troubleshooting guides and knowledge base content.
Work as PM to project / R&D teams responsible for coordinating the information gathering and supplying that to the appropriate teams and tickets.
Support the (GIR) Global Issue Reporting system which helps engineers across the entire organization receive the assistance they need to fulfill the task they are working on.

Continuous Improvement
Identify recurring issues and suggest improvements to processes or documentation.
Support Lean or Six Sigma initiatives for operational efficiency.
Contribute feedback on system performance and reliability enhancements.
Continuous improvement initiative to include the development and implementation of training material.

We offer:

• Career Development
• Competitive Compensation and Benefits
• Pay Transparency
• Global Opportunities
  

Learn More Here: provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race color religion age sex national origin disability status genetics protected veteran status sexual orientation gender identity or expression or any other characteristic protected by federal state or local laws.

This policy applies to all terms and conditions of employment including recruiting hiring placement promotion termination layoff recall transfer leaves of absence compensation and training.

The base pay range for this role is estimated to be $65000 - $140000 at the time of posting. Final compensation will be determined by various factors such as work location education experience knowledge and skills.

Tasks and Qualifications:

What You Will do in This Role:

• Participates in the support of semi-complex systems that integrate hardware and software.
• Provides support in semi-complex material specification schematic troubleshooting and appropriate follow-up.
• Participates in recommending ideas related to productivity improvement cost reduction and improvement in customer satisfaction
• Provides troubleshooting expertise to Dematics customers
• Travel between 20-30% to different customer locations which may include weekends holidays and Overtime
• Average day time will be spent; 10% Time on calls 60% Time working case Backlog& Case/Project Management 30% Training/Training Development

What We are Looking For:

• Associate or Bachelors degree in Engineering Technical Management or related field (or equivalent experience).
• 35 years of experience in technical support within material handling automation or logistic
• 3 years experience with controls hardware troubleshooting
• 3 years electrical troubleshooting experience
• Strong understanding of automated systems and basic PLC troubleshooting.
• Capable of trouble shooting Allen Bradley Logix PLC Siemens Modicon PLC and controls platformsexperience a plus.
• Familiarity with ERP and CRM platforms (SAP Oracle Salesforce Service Cloud).
• Excellent problem-solving communication and organizational skills.
• Ability to work in a fast-paced environment and manage multiple priorities.
• Willingness to work flexible hours and participate in on-call rotations.
• Strong customer service mentality
• Strong verbal communication skills over the phone
• Ability to work independentlyand manage teams