Customer Support Engineer

Summary:

In this role, you will provide expertise in resolving customer service issues and in completing projects for DMW&H’s Professional Services Group. You will work closely with customers as well as multiple groups within DMW&H including software, network and controls engineers, project managers and sales staff. Ability to manage multiple priorities and smaller IT projects is critical. Must be able to be included in on-call rotation including nights, weekends, and holidays.

Reports to: Technical Services Manager

Qualifications:

Bachelor’s Degree in Computer Science or related discipline; or equivalent experience
Proven experience and proficiency in troubleshooting skills
Proven communication and documentation skills with both customers and internal stakeholders is critical
Familiarity with database applications, network and/or PLC control systems required
Familiarity with SQL server database development, implementation and manipulation preferred
Capable of independently leading projects
Familiarity with software applications interface with real time systems preferred
Knowledge of material handling systems, controls devices and electrical drawings is a plus
Occasional travel is required
Responsibilities:

Field incoming support requests via telephone and e-mail in a courteous and professional manner.
Prioritize and schedule support requests.
Build rapport and elicit problem details from customers.
Record, track, and document problem-solving process, including all decisions made, and actions taken, through to final resolution.
Use remote access tools and diagnostic utilities to aid in troubleshooting.
Perform fixes as required, including remotely installing and upgrading software, and configuring systems and applications. Test fixes to ensure problem has been adequately resolved.
Perform post-resolution follow-up and document customer acceptance of resolution. Close request.

 

Sponsor	DMW&H
Posted Date	3/23/22
Job Type	Full Time
Contact	Melissa Tucker
Contact Email	HR[at]dmwandh.com
State/Province	New Jersey
Country	United States of America

Job Functions

Customer Service

Information Technology

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