KPI Integrated Solutions is recognized as a leading provider of innovative Warehouse Execution/Control Software (WES/WCS) solutions for warehousing and distribution centers. We streamline supply chain operations with the lowest total cost of ownership in the industry. Based on cutting-edge technology, QC Enterprise™ provides greater visibility and control across the extended supply chain. As business evolves our solutions adapt to keep pace with our customer’s changing requirements.
Job Description
This role is a specialized role within the KPI Integrated Solutions Product Support Center. You will be a Support Engineer for KPI Integrated Solutions’ WES/WCS Product and on KPI Integrated Solutions PLC Controls product for our customers. Your job will entail troubleshooting and identifying solutions within KPI Integrated Solutions. Products and/or identifying the issue that may be with another 3rd party vendor. You will need to obtain a deep understanding of the customer’s implementation and environment and be able to utilize tools (i.e. scanner logs, error logs) to determine root cause(s).
· Follow up with customers, provide feedback and see problems through timely resolution.
· Ask educated questions and listen to customers to help determine root cause of issues.
· Utilize excellent customer service skills and exceed customers’ expectations.
· Collect feedback to determine patterns and issues such that they can be resolved, or FAQs can be provided to customers to ease troubleshooting.
· Work through the problem-solving process with customers, empowering them to do the same in the future.
· Read through XML configuration files.
· Troubleshoot inventory flow using text-based log files.
· Be familiar with database tables and have the ability to modify SQL Queries to track down records such as inventory in process.
· Troubleshoot PLC control systems without necessarily getting into the PLC code.
· Provide “Product” support which includes logging, documenting, tracking, troubleshooting, and monitoring problems reported by customers to ensure resolution in a timely manner that are consistent with company guidelines/procedures.
· Work closely with our development team regarding customer issues, feedback from customers, and test code changes.
· Expand and update our Knowledge Base and have the mindset of sharing your knowledge with team members and clients.
· Ensure proper recording, documentation and closure using appropriate applications.
· Provide documentation to user manuals and guides for training purposes.
· Train customers onsite and remotely.
· Test new software releases or software modifications.
· Participate in the after hours on call rotation to support our customers 24 x 7.
· Travel to customer sites approximately 20% per year.
· Understand basic SQL queries.
· Knowledgeable with all versions of Windows and Windows Server Edition.
· Understand of basic network troubleshooting.
· Desktop troubleshooting.
· Excellent verbal/written communication and organizational skills, along with interpersonal skills that allow for collaboration across a diverse group of people.
· Ability to train customers and develop training manuals/SOPs (Standard Operating Procedures)
· TeamSupport tasks and action items or Ticketing system knowledge or usage.
· Support phone line testing and switching.
· Knowledge of electrical controls components/equipment and can troubleshoot electrical control systems.
· Knowledge of electrical safety rules and procedures.
· Familiar with PLC/Networking communication protocols and equipment.
· Proficient in MS Office and PowerPoint.
Preferred Skills:
· Experience with WES/WCS systems
· Experience with server O/S, networking, scanners, label printers and VPN/RDP for remote access
· Experience working in a Warehouse Distribution environment
· SQL, Java and/or PLC programming experience, not to program but to assist with troubleshooting
Additional Information:
· Must be able to work in the United States permanently. At this time, we will not sponsor employees.
· Relocation expenses are not available currently.
- Health Care Plan (Medical, Dental & Vision)
- Retirement Plan (401k, IRA)
- Life Insurance (Basic, Voluntary & AD&D)
- Paid Time Off (Vacation, Sick & Public Holidays)
- Family Leave (Maternity, Paternity)
- Short Term & Long Term Disability
- Training & Development
- Voluntary Life & AD&D Insurance
- Voluntary Accident, Critical Illness & Hospital Indemnity Insurance
- Wellness Program with gift card redemption and wellness challenges
- Paid Time Off (Vacation, Sick & 10 Holidays)
KPI Solutions provides equal employment opportunity to all individuals regardless of their race, color, creed, religion, gender, age, sexual orientation, national origin, disability, veteran status, or any other characteristic protected by states, federal, or local law.
