Tech Support Engineer

KION North America, a leading provider of material handling solutions, is seeking a Technical Support Engineer to join our dynamic team! As a TSE, you will play a pivotal role in delivering dealer support and ensuring customer satisfaction for their automated solutions. Join our team at KION North America and become an integral part of our success in delivering high-quality material handling solutions!

What we offer:

What we offer:

• Career Development

• Competitive Compensation

• Comprehensive Employee Benefits

• 401k Plan with Generous Company Match

Learn More Here: https://www.kion-na.com/about_us/careers/

KION North America is proud to provide 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.

Essential Duties and Responsibilities:

• Provide remote top level technical support for both software and mechanical issues by analyzing and resolving complex problems in a timely fashion (exceptional onsite support for issues that can't be resolved remotely).

• Own and maintain the KNA Automated Solutions ticketing queue, meeting KPIs to ensure dealer and customer satisfaction.

• Interface with Service Support, Parts Specialists, Service Training and the Global Technical Support team for issues requiring escalated support.

• Knowledge sharing of technical and non-technical information with dealers, customers and colleagues locally and globally.

• Provide analytical and innovative input to improve our technical support, products and processes.

• Provide reporting to dealers and customers on issues identified, actions taken and recommendations for future mitigation.

• Take part in On-call Support after business hours.

Tasks and Qualifications:

Tasks and Qualifications:

• University degree with a technical focus (software, mechatronics, robotics) or 3-5 years' experience in technical or robotics support

• Customer-focused and quality mindset with excellent written and verbal communication skills

• Team player that works well with others in a fast-paced innovative environment

• Outstanding time management to meet deadlines and performs well under pressure

• Takes initiative and can drive change

• Eager to learn with technical and mechanical aptitude to assimilate new learning quickly

• Understanding of mechatronics through professional experience or personal interest

• Some Database Experience (such as MS-SQL, Oracle, or others)

• Experience with Microsoft Windows Server and Linux

• Prior experience with Salesforce and Jira (not required)

• Flexibility and willingness to travel when required