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Automated Solutions Support Engineer

2 months ago

Summerville, South Carolina, United States Kion Group AG Full time

KION Group AG, a prominent provider of material handling solutions, is looking for an Automated Solutions Support Engineer to enhance our dedicated team. In this role, you will be essential in providing dealer assistance and ensuring client satisfaction for our automated systems. Become a vital part of KION Group AG and contribute to our mission of delivering exceptional material handling solutions.

What We Provide:

  • Opportunities for Career Advancement
  • Attractive Salary Package
  • Comprehensive Benefits for Employees
  • 401k Plan with Generous Company Contributions
At KION Group AG, we are committed to equal employment opportunities for all employees and applicants, prohibiting discrimination and harassment of any kind based on 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.

Key Responsibilities:

  • Deliver high-level technical assistance for both on-board and off-board AGV software, as well as electrical and mechanical base truck challenges by diagnosing and resolving intricate issues promptly. This role will involve both remote and on-site support.
  • Manage and oversee the KNA Automated Solutions ticketing system, determining the best course of action for resolution while adhering to KPIs to ensure dealer and customer satisfaction.
  • Collaborate with Dealer Service Support, Parts Specialists, Service Training, Service Documentation, and the Global Technical Support team for issues that require escalated assistance.
  • Share technical and non-technical knowledge with dealers, customers, and colleagues on a local and global scale.
  • Provide analytical and innovative insights to enhance our technical support, products, and processes.
  • Generate reports for dealers and customers regarding identified issues, actions taken, and recommendations for future prevention.
  • Engage in regular training sessions to collaborate with dealer technicians and stay updated on the Automated Solutions product range.
  • Participate in on-call support for after-hours assistance.
Qualifications and Skills:

  • Bachelor's degree with a technical emphasis (mechatronics, robotics) or 3-5 years of experience in technical or robotics support.
  • Proficiency in mechatronics, electromechanical systems, and software.
  • Customer-oriented mindset with strong written and verbal communication abilities.
  • Team-oriented individual who thrives in a fast-paced, innovative environment.
  • Excellent time management skills to meet deadlines and perform effectively under pressure.
  • Proactive attitude with the ability to drive change.
  • Some experience with databases (such as MS-SQL, Oracle, or others).
  • Familiarity with Microsoft Windows Server and Linux.
  • Prior experience with Salesforce and Jira is a plus but not mandatory.
  • Willingness to travel as needed (30-50% depending on location).