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For Companies At a Glance
- Tasks: Support customers by resolving technical issues and logging incidents efficiently.
- Company: Join Dematic, a global leader in automated solutions for manufacturing and distribution.
- Benefits: Enjoy competitive pay, career development, private health scheme, and onsite gym access.
- Why this job: Be part of a dynamic team that values continuous improvement and customer satisfaction.
- Qualifications: Strong English skills, team player mentality, and a background in IT or engineering preferred.
- Other info: Flexible shifts including nights and weekends; opportunities for global exposure.
The predicted salary is between 28800 - 43200 ÂŁ per year.
Overview
The Response Coordination Centre (RCC) is the central support function within Dematic Software for ensuring that all customers receive a high quality and premium service when they require assistance with Dematic’s portfolio of logistics and automation systems. The role of the RCC team is to provide technical support to effectively coordinate and resolve all customers’ reported incidents within stringent SLA timescales as well as provision of support to internal Dematic business functions.
We offer:
Career Development
We are here to support you for the entirety of your Dematic career. From a fast start of learning Dematic’s history and foundational training to succeed in your role to leadership development programs, technical training and certifications, and Career Navigator to identify challenging new opportunities, our goal is to help you grow beyond your borders.
Competitive Compensation and Benefits
Our attractive and market competitive total rewards packages are designed to reward high performance and to assist in managing your personal and family needs. Dematic offers robust packages based on employment status and national requirements.
Pay Transparency
Dematic is committed to pay transparency. As such, the Dematic will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant.
However, Dematic will still maintain confidentiality of your pay information. Employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by Dematic, or (c) consistent with Dematic’s legal duty to furnish information.
Global Opportunities
As a global company, our employees are exposed to different ideas and perspectives from around the world. We offer international assignments for qualified employees and wherever possible, we offer flexible working hours and modern workspace design.
Learn More Here: https://www.dematic.com/en-us/about/careers/what-we-offer/
Job Specification
- Maintaining excellent communication with customers, stakeholders and internally within Dematic whilst also focusing on following internal procedures
- Providing support for bespoke applications via telephone and email
- Being able to make application-sensitive decisions to mitigate potential disruption to service and filtering automated system alerts
- Proactively monitoring large scale business-critical systems
- All technical tasks are carried out with accuracy after an assessment of risks when performing actions on live customer applications
- An inquisitive mind with some flexibility to travel to customer sites will aid understanding customers’ operations and aid in enhancing technical skills and knowledge of Dematic’s industry
- Familiarity with the use of incident management and reporting tools with a demonstrable ability of working in a customer facing role would be a prerequisite
- A flexible approach to working shifts including nights and weekends is also a fundamental requirement of the role and growing with the company
Essential Skills
- Exceptional verbal and written communication skills
- Excellent listening skills are also essential when trying to comprehend customers’ reported incidents then translate them into technical and functional terms, as necessary
- Being able to multi-task within a fast-paced and highly structured environment
- The ability to apply logical thinking in an engineering capacity; coming from a strong software engineering or computing background is beneficial
- Other personable skills are also essential to the RCC roles such as being a team player as well as keeping sight of the overall team goals as this will prove invaluable to personal development and progressing technically
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Technical Support Engineer employer: Kion Group
Contact Detail:
Kion Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Technical Support Engineer
✨Tip Number 1
Familiarise yourself with the ITIL processes, as this is a desired skill for the Technical Support Engineer role. Understanding these frameworks will not only help you in interviews but also demonstrate your commitment to best practices in incident management.
✨Tip Number 2
Showcase your customer-facing experience by preparing examples of how you've successfully resolved technical issues in the past. This will highlight your problem-solving skills and ability to communicate effectively with clients.
✨Tip Number 3
Be ready to discuss your flexibility regarding shift work, including nights and weekends. Emphasising your willingness to adapt to the company's needs can set you apart from other candidates.
✨Tip Number 4
If possible, visit a Dematic site or similar environments to gain insights into their operations. This hands-on understanding can provide you with valuable talking points during your interview and show your genuine interest in the role.
We think you need these skills to ace Technical Support Engineer
Some tips for your application 🫡
Understand the Role: Before applying, make sure to thoroughly read the job description for the Technical Support Engineer position at Dematic. Understand the key responsibilities and required skills to tailor your application accordingly.
Highlight Relevant Experience: In your CV and cover letter, emphasise any previous experience in technical support or customer-facing roles. Mention specific incidents where you successfully resolved issues, as this will demonstrate your problem-solving skills.
Showcase Communication Skills: Since excellent communication is crucial for this role, provide examples of how you've effectively communicated with customers or team members in past positions. This could be through written reports, emails, or verbal interactions.
Tailor Your Application: Customise your CV and cover letter to reflect the specific requirements mentioned in the job description. Use keywords from the listing, such as 'incident management' and 'ITIL processes', to ensure your application stands out.
How to prepare for a job interview at Kion Group
✨Understand the Company and Its Solutions
Before your interview, take some time to research Dematic and its intelligent automated solutions. Familiarise yourself with their products and services, especially in manufacturing, warehousing, and distribution. This knowledge will help you demonstrate your interest and understanding of the company during the interview.
✨Showcase Your Customer Service Skills
As a Technical Support Engineer, you'll be dealing with customers regularly. Prepare examples from your past experiences where you've successfully resolved customer issues or improved customer satisfaction. Highlight your communication skills and ability to work under pressure.
✨Familiarise Yourself with ITIL Processes
Since knowledge of ITIL processes is desired for this role, make sure you understand the basics of ITIL and how it applies to incident management. If you're certified, mention this during the interview, as it shows your commitment to best practices in IT service management.
✨Prepare for Technical Problem-Solving Questions
Expect to face questions that assess your technical problem-solving abilities. Brush up on common technical issues related to software engineering and computing. Be ready to explain your thought process when tackling a problem, as this will showcase your analytical skills and approach to troubleshooting.
