Customer Support Engineer Visa Sponsorship Jobs in Kansas

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 the 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 Logistics Operations Engineer oversees that Customer’s logistics operations, such as manufacturing and shipping, works properly and meets Customer and KNAPP specifications, which are measured through key performance indicators (KPI’s). The LOE handles all matters related to the logistics operations system and its machinery, such as Incident, Problem, and Change Management.

This role encompasses a combination of supervisory, technical, training, and administrative responsibilities. Additionally, in this role, the LOE will serve as a liaison between KNAPP and Customer to fine tune the operations. As a key member of the team working directly with the Knapp Customer, the LOE will interact with the Hotline (HQ), computer systems, software, physical technology (machinery), engineers, and end users to increase stability and efficiency and establish best practices. The LOE will train other personnel to use existing, changed, or new software and machinery integration.

Tasks and functions:

Increase system stability

• Identify operational issues by observing and analyzing the system function and performance results
• Continuously analyze and improve the operational process (measure = throughput)
• Lead and supervise troubleshooting procedures such as:
• Incident Management (measure = time to resolve Service Level Agreement)
• Problem Management (measure = time to complete development cycle)
• Change Management (measure = % of successful CRs)
• Identify operational priorities by assessing operational objectives (measure = uptime)
• Continuous Improvement Process (measure = ITIL compliance, TPX Dashboard) Investigate complaints and suggestions

Increase system efficiency

• Develop operational solutions by defining, studying, estimating, and screening alternative solutions
• Determine impact on whole logistics system
• Continuous Improvement Process
• Anticipate operational issues by studying operational targets, modes of operation, limitations
• Monitoring technical availability (measure = CMMS, Logistic Dashboard)
• Monitoring performance (measure = Logistic Dashboard)

Overview of the Role:

• Demonstrate KiSoft Warehouse Management and Control System expertise (WMS/WCS) assisting with warehouse automation and logistic solutions
• Support commissioning activities for projects requiring WMS and/or WCS, including planning and coordination of all testing activities required by Customer and company during all phases of testing leading up to the “go live” date
• Support, modify, and/or enhance Knapp’s software product to sustain operations in the warehouses
• Provide onsite support for enhancement projects and new WMS and WCS projects
• Define new WMS and WCS requirements for changes requested by Customer. Build and manage defects list of issues identified in warehouse
• Train customers to better utilize KiSoft capabilities and analyze/diagnose common/typical issues that occur in operational warehouses
• Analyse/diagnose issues that occur in the operational warehouse, including conveyor and SDA hardware, server hardware and software, application and control system software, and customer-owned printers and labellers. Log all issues and report to Customer management
• Write customer requested reports using proprietary reporting software and SQL
• Help the Customer troubleshoot in-house written reports
• Deploy customer written reports to the production environment
• Install and troubleshoot Navigator and SCADA software on Customer-owned workstations and laptops
• Log and report to Customer management free disk space on Knapp servers and opportunities for system enhancements

Key Responsibilities:

• Oversee WMS and WCS software functionality of a warehouse
• Identify and resolve issues in WMS and WCS software application area
• Independently monitor the system hardware and software
• Identify and resolve critical mechanical issues
• Install software on Windows workstations and laptops
• Provide logistical support for warehouse operations
• Write management reports for the Customer

Other Duties and Responsibilities

• Technician with deep understanding (know how) of the system
• Be readily available during working hours, without delay
• Respond fast to incidents and problems
• Provide quick response to questions
• Receive/provide on-site training
• Use in-depth analysis of problems on-site when possible
• Speed up communication with higher support levels due to knowledge of internal workflow and good pre-analysis
• Manage on-site Release Management in close consultation with Customer
• Learn and share information about new features and facilities improvements

WHAT YOU HAVE

• Competent knowledge of software applications and SQL
• Technical knowledge in Linux, Windows 10, and Windows Server
• Technical knowledge in Oracle database, PL/SQL, Java and/or C++
• Technical knowledge about hardware, server, and workstation construction
• Technical knowledge in network technologies
• Several years’ experience in software commissioning is an advantage
• Understanding of how mechanical and electrical machinery functions
• Ability to work independently or on a team
• Basic understanding of software development concepts
• Working knowledge of Microsoft Office

Working Conditions and Environment:

• Overtime as required by work
• Authorization to work in the U.S.
• Passport or ability to obtain passport
• Professional office etiquette is required at all times
• Physical requirement may include sitting, stooping, bending, visual acuity, finger dexterity, walking, lifting up to 50 pounds

WHAT YOU WILL GET

• 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

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.”