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This position will be part of the Robotic Systems Development (RSD) team within the Central Technology Office (CTO). CTO plays a key role in our organizational structure by bringing together technical expertise and innovation across the KION Group and its Operating Units. RSD explores the cutting-edge robotic technologies we develop and brings innovative solutions to life. Our diverse teams go beyond technology development, providing comprehensive solutions, services, and lifecycle support. We are dedicated to turning the CTO's vision into reality and empowering our operating units to deliver revolutionary solutions to our valued customers.
This position is located in Holland, MI. This is a hybrid position requiring three days in-office and two days optional to work from home.What we offer:
*Career Development
*Competitive Compensation and Benefits
*Pay Transparency
*Global Opportunities
Learn More Here:
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.
This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.
The base pay range for this role is estimated to be $75,000 - $165,000 at the time of posting. Final compensation will be determined by various factors such as work location, education, experience, knowledge, and skills.
Tasks and Qualifications:Thedepartment Robotics Lifecycle Support is responsible for supporting the complete product lifecycle from pre-sales to aftersales. This includes global technical support that ensures global 24/7 expert software support and processing of change requests, spare parts support that provides the right devices for the mobile robots in case of damage, as well as a training & documentation management that provides all manuals for every KION Operating Unit. We also provide sales training and documentation. The department is working closely with the location in Germany, North America and China, so international collaboration is required. The working environment is open, honest and agile. This department offers many opportunities to leave your own footprint and to strengthen the overall global organization. Flexible and agile characters drive change and develop the automation business to its best!
To further strengthen the global technical support department, we are looking for you as "Technical Support Manager" at Holland, Michigan as soon as possible.
Core Responsibilities:
Effectively collaborate with peers and key stake holders in North America and around the globe.
Create and optimize relevant global technical support tools and processes that improves our global operation.
Manage, coach and develop a Technical Support team to drive productivity and improve business value.
Monitor, improve and report on the key performance indicators of the team and individual team members.
Contribute to building a support model with KION service teams that works towards providing excellent customer experience.
Ensure 3rd level technical software support and maintain corresponding service level agreements
Ensure the utilization of ticketing system and remote connectivity tools.
Provide feedback on improving existing and future products supported by the Global Technical Support department.
Qualifications:
University degree or comparable training, preferably with a technical support focus
2-4 years of experience managing technical support teams
Leadership skills, strategic and entrepreneurial thinking and acting
High level of communication/negotiating skills
Ability to work well independently as well as in an international, global matrix organization
Outstanding customer service and problem-solving mentality
Fluency in English, additional languages are a plus
Flexibility and willingness for national (4-6 times per year) and international travel (1-2 times per year)
What We Offer
We are the largest provider on the market and want to further expand our position in the field of automation. We have the speed of a start-up, but the financial security and the standing of a large corporation. We have top technologies, a global sales network and partnership with big global e-commerce customers who are looking for global solutions. Our development and processes are very fast (e.g SW-update every 3 months) and our R&D developers always look after a product holistically from start to finish and do not just manufacture a single component - they accompany the entire product from A-Z.
Would you like to be part of a unique, technology-savvy organization and make a significant contribution to further expansion?
We should get to know each other!