Control Systems Engineer - MSCC

WHO WE ARE

KNAPP brings new technology to warehouse automation. 

The KNAPP Group is a global provider of intelligent automation solutions for intralogistics and manufacturing, specializing in the sectors healthcare, fashion/apparel, general retail, food retail, industry and service. We live and breathe automation. We, more than 8,000 employees of the KNAPP Group in over 60 locations worldwide, shaping the future-oriented industry of intralogistics are dedicated to making complexity simple. 

One of KNAPP’s primary goals is to use continuous innovation to drive warehouse automation forward, always with the specific needs of the customers in mind. KNAPP Group’s unrelenting development activity is evident in everything from automated order picking systems and continuing refinement of container handling technology to its state-of-the-art, industry leading software solutions.

WHAT YOU GET TO DO

The position must ensure that service requests are processed in compliance with the service agreements in customer services contracts and with service operation processes according to company directives. The position is set up in a way that makes it possible for the employee to process service requests and documentation of these in a 24/7 shift operation and on-call operation, as well as to complete the below stated tasks in a timely and appropriate fashion.

Essential Functions and Responsibilities: 

To perform this job successfully, an individual must be able to perform the following satisfactorily; other duties may be assigned. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Taking over support requests from the service desk and processing them in a solution-oriented manner.
• Restoration of the service by eliminating the cause of the fault or by means of a workaround.
• Creation of a problem ticket for troubleshooting via Problem Management if it is not possible to rectify the root cause of the fault.
• Ensuring that support requests and incident reports are processed within the agreed resolution time, considering the targeted or guaranteed service agreement.
• Escalation via group management if defined SLAs cannot be met.
• Ongoing monitoring of the processing status of open support requests and initiation of countermeasures if resolution times are too long.
• Evaluating incident reports, analyzing trends, taking measures including forwarding relevant information to group management.
• Providing frequent technical updates per mail or in a bridge call to KNAPP customers during an ongoing escalation. 
• Actively monitoring customer sites and proactively resolving potential Incidents.
• Support our customer on all technical and operational matters and questions.
• Work with KNAPP subsidiaries and subject matter experts to ensure an efficient communication and problem resolution.
• Coordinate and ensure a proper documentation of root cause analysis and incident resolution.
• Proactively requesting customer information as part of the service agreement.
• Training of new employees.
• Checking and supplementing customer documentation and internal documentation.
• Execution of small projects from Customer Service.
• Perform all other duties as assigned.

WHAT YOU HAVE

• Bachelor's degree in related field or equivalent combination of education, training, and experience.
• 3-5 years direct experience preferred 
• Excellent IT knowledge (software, hardware, networks, OS, protocols)
• Good knowledge of electrics and mechanics
• Basic knowledge of PLC control systems
• Basic knowledge of control systems
• Basic knowledge of warehouse logistics processes and automation systems
• Excellent communication skills both written and verbal 
• Ability to record complex technical issues both orally and in writing
• Ability to work well under pressure 

Working Conditions and Environment:

• Authorization to work in the U.S.
• Passport or ability to obtain passport
• Professional office etiquette is always required
• Travel expected up to 20% 
• Overtime as required by work 
• Ability to travel by air both domestically (US) and internationally 
• Physical requirements: sitting for long periods of time, standing, walking, climbing a ladder, speaking, visual acuity, finger dexterity, listening, reaching at arm’s length, and lifting up to 30 pounds.

WHAT YOU WILL GET

• 2 remote days per week when in office
• Half day Fridays when in office
• A beautiful new, state-of-the-art, office complex in Kennesaw, GA
• Industry competitive compensation
• Great benefits with better than average employer contributions, including health, dental, vision, life insurance, Flexible Spending Accounts, Short & Long Term Disability and more!
• 401k with a very generous employer match and no vesting!
• Paid Vacation & Holidays
• Profit Sharing
• Paid Parental Leave
• Subsidized Daycare
• Tuition Reimbursement
• Pet Insurance
• Subsidized food delivery
• Monthly celebrations
• Quarterly employee events
• Corporate Social Responsibility including recycling, sustainability and volunteering

KNAPP is an equal opportunity employer. We are committed to a work environment that supports, inspires, and respects all individuals without discrimination on the basis of race, color, religion, sex, sexual orientation, gender identity, age, national origin, veteran, disability status or any other basis protected by law. 

Due to the safety-sensitive nature of this position, strict adherence to KNAPP’s drug-free workplace policy is required.  All candidates will be subject to drug-screening in accordance with the policy and will be expected to remain drug-free during their employment. There will be no exception if recreational or medical use of marijuana is permitted in the location of employment and/or residence or if use of marijuana is only during “off-hours.”