Dematic Software Engineer - Customer Service in Grand Rapids, Michigan

Software Engineer - Customer Service

  • Functional Area: Customer Service

  • Location: USA - MI - Grand Rapids

  • Req ID: 52090

  • Job Type: Regular

  • Job Time: Not Indicated

  • Experience Level: Mid Level

  • Required Education: Bachelors Degree or equivalent experience

  • Required Travel %: 20.00

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Company Description:

Dematic is a leading supplier of integrated automated technology, software and services to optimize the supply chain. Dematic employs over 6,000 skilled logistics professionals to serve its customers globally, with engineering centers and manufacturing facilities located across the globe. Dematic has implemented more than 4,500 integrated systems for a customer base that includes small, medium and large companies doing business in a variety of market sectors.

Headquartered in Grand Rapids, MI, Dematic is a member of KION Group, a global leader in industrial trucks, related services, and supply chain solutions. Across more than 100 countries worldwide, the KION Group designs, builds and supports logistics solutions that optimize material and information flow within factories, warehouses and distribution centers. The company is the largest manufacturer of industrial trucks in Europe, the second-largest producer of forklifts globally, and a leading provider of warehouse automation.

Job Description:

Dematic, the world’s leading supplier of logistics automation solutions, systems and service, has an immediate opening at its Corporate headquarters in Grand Rapids, MI for a Senior Software Engineer in our Customer Service group. The primary responsibility of this position is to provide remote, second level customer support. The incumbent will work closely with customers, first level technicians in the Customer Support area, and software project and technical engineers to resolve customer issues. The incumbent may participate in emergency situations requiring on-site support. Ideal candidates will possess knowledge of multiple programming languages, operating systems, databases, and networking. Other duties may include:

  • Assisting project and technical engineers in integration of new systems.

  • Assisting technical and development personnel in application quality testing.

  • Working on site to install, commission, and test installation of material handling solutions.

  • Providing specified technical support to customers on-site, when assigned. Requirements:

  • Bachelor's degree in Computer Science, or equivalent experience.

  • Strong written and verbal communication skills.

  • Material Handling background is a plus.

  • Strong problem solving skills.

  • Strong background in MS SQL Database – addressing performance related symptoms

  • Strong understanding of Windows operating systems.

  • The ability to troubleshoot server hardware, Ethernet networks and other peripherals such as printers.

  • Willingness to travel approximately 20% of the time.

  • Ability to participate in an on call rotation during non-business hours.

  • Review Sales and Estimating Functional Specifications documentation. Job Family Responsibilities: Participates in complex design, maintenance, enhancement, testing, implementation, and support of software. Supports the development of software test requirements for semi-complex modules under development, may execute complex test specifications. Participates in providing estimates for semi-complex modules under development, and may estimate own work. Supports the reviewing of complex customer’s standards specification and other documentation to determine software engineering requirements. Participates in presentations of complex technical findings and developments. Provides support with the software quality process through the execution of complex module, subsystem and system test procedures. Key Responsibilities: Performs important areas of standard professional level work that typically requires processing and interpreting, more complex, less clearly-defined issues. Identifies and resolves problems that may not be readily identifiable or clearly-defined. Education: Typically BS/BA in related discipline or advanced degree. Certification may be required in some areas. Knowledge and Experience: Demonstrates a good grasp of knowledge and principles of field of specialization and applies through successful completion of assignments. Successfully applies knowledge of fundamental concepts, practices, and procedures of particular area of specialization. Typically 5-10 years of successful experience in related field and successful demonstration of Key Responsibilities and Knowledge as presented above. Advanced degree MAY be substituted for experience, where applicable. Direction of Others: Will provide general guidance or train lower level support staff. Key Working Relationships: Extensive external customer and intra-organizational contact.

General Requirements:

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.