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Career Development
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Global Opportunities
Learn More Here: https://www.dematic.com/en-us/about/careers/what-we-offer
Dematic 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.
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We are seeking a highly organized and technically skilled Technical Support Manager to lead a team of engineers to successfully support our material handling systems customers both remotely and on field service needs. This role combines technical troubleshooting, case project coordination,andcustomer relationship management to ensure alignment between the company and customers’ expectations.
Key Responsibilities
Technical Support and Field Service
Oversee the diagnosis, troubleshooting, and resolution of system issues in collaboration with engineers and technicians
Ensure multiple service level agreements (SLAs) and timelyresponses are met.
Provide guidance on maintenance strategies and long-term equipment reliability.
Provide after-hours support and escalation assistance
Enterprise Resource Planning (ERP) and technical documentation systems (e.g. SAP, Oracle, Jira).
Maintainsafety & compliancestandards and communication
Customer Relations
Maintain excellent communication, leadership, and problem-solving abilities with customers regarding technical issues, timelines, and service outcomes.
Conduct follow-ups post-intervention to ensure customer satisfaction, Conflict Resolution, Customer centric mindset.
Support the sales team with technical insight for service proposals or equipment upgrades.
Team Coordination
Lead teammembersbyexample and bylivingKION'sshared Group Values and Leadership Principles
Coordinatewithcross-functionalteams, includingengineering, fieldservice, and controls
Manageworkload and ensureteammeetsdepartmentutilizationgoal, weeklytimesheets and expensereports
Manage external contractors, third-partyvendors, and stakeholdersasneeded
Assist in the onboardingprocess and training technical support staff.
Train and mentortechnical support staff on newtools, procedures, and customerservicebestpractices
Availability to be on-call assissting the team in cases that require particular attention.
Ability toidentify, align and manage skills and developmenttargetgoals
Ensurecompliancewithlocal and supportedauthoritiesforvisamanagement
Engagewithpeers and peopletohave a pulse on sentiment and perceptions
Identify areas within the team that require strengthening and establish action plans to improve and develop them.
Reporting & Documentation
Maintaindetailedscope, budget, projectrecords, servicereports, and technicaldocumentation per customer’srequirements and contracts
Ensureaccuracy and achievementofperformance KPIs forquality, on-time delivery, and cost
Analyze support metricstoidentifytrends, improveprocesses, and implementchangesthatenhanceperformance and customerexperience
Contributetothedevelopmentofcontinuousimprovementactionsand trainingmaterials
Are looking to make your move? Then you’ve come to the right place! We are the KION Group, and the world of supply chain solutions is our home. KION is shaping world trade – globally, regionally, locally. We ensure that supply chains reach their full potential: fast, efficient, smart, sustainable and reliable.
Our 42,000 employees make a real difference, helping us to become who we are today: The Supply Chain Solutions Company. Our people’s passion is innovating, automating, and orchestrating solutions for our customers’ supply chains.
Would you like to be part of our international team? We can offer you interesting jobs and exciting career opportunities in an innovative, rapidly-growing, and forward-looking industry.
With us, you benefit from numerous development opportunities in a global group, including the possibility of working at one of our locations abroad on a temporary basis. Regardless of which of our sites you work at, the KION values—integrity, collaboration, courage, and excellence—shape how we act and how we work with colleagues, managers, customers, suppliers, and applicants both at home and abroad.
KION is the architect of global, regional and local supply chains. Our brands are well established:
Dematic is the global leader in intelligent supply chain and automation solutions. The Linde Material Handling and STILL brands serve the premium and higher value segments of the industrial truck market. Baoli focuses on industrial trucks in the lower value and economy segments.
As a provider of comprehensive supply chain solutions with a worldwide service network, KION has a global presence and a regional focus on the needs of its customers. KION brands keep the world moving.
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