ControlsEngineerTechnicalSupport

Dematic Corp. has a need for a Technical Support Group Controls Engineer, within Dematic's 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 customer's 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 Dematic's 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