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Remote Service / Hot-Line Team Leader

Dematic

Dematic is an intralogistics innovator trusted by thousands of the world’s leading and emerging brands.

Dematic is looking for a talented Hot-Line Team Leader, to be hired with a permanent contract, for its premises in Cernusco Sul Naviglio. He/She will Cover SLA in terms of Remote Service Support for all Dematic Italy circular sorter installed base mainly on Europe Level and partially on Global level and will Maximizing Customer Satisfaction by Remote Troubleshooting and RCA, reporting on most effective and efficient way.

What we offer:

The Remote Service/Hot-Line Team Leader is going to:

  • Coordinate the team of the Hotline
  • Remote Troubleshooting related to Dematic Italy Sorter Installed Base
  • Root Cause Analysis
  • Feedback to customers through failure report
  • Follow up of failures
  • Remote monitoring and analysis of system performance and reliability
  • Finding and development of improvements
  • Mapping the sites
  • Predictive Maintenance
  • According to the indication of CoE team leaders to prepare software changes
  • To remote support CoE engineers when requested
  • Prepare and monitor sorter statistics on live system
  • Provide remote support to specific critical customers during ramp-up phase
  • Provide 24h remote support for CS
  • Check customer satisfaction
  • Participate to internal/periodical meetings and provide reports and KPI related to the Hotline/Helpdesk performance.

Tasks and Qualifications:

Who are we looking for?
A candidate with the following features:

  • Minimum of 3/4 years experience in similar role
  • Experience on troubleshooting and problem-solving methodology
  • Knowledge on SW programming
  • Knowledge on real time OS
  • Ability to read electrical and mechanical drawings
  • Be conversant with Microsoft Office package
  • Desirable: educated to degree level in a relevant discipline
  • Health and Safety awareness
  • Be conversant with Microsoft Office package
  • C/C++ software experience
  • Real time OS
  • PLC Programmer AB & Siemens TIA Portal
  • Electrical/Mechanical/Control knowledge in Industrial environment

What can we further offer?

  • An international environment where curiosity and proactivity is highly appreciated
  • Opportunity to know other countries and cultures
  • Fast growing company
  • Meal totally paid by the company
  • Personal Computer and Smartphone
  • A permanent contract

Further details

Dematic pays much attention to Diversity and guarantees equal opportunities. We believe strongly in both taking responsibility and being transparent with your data. For the new GDPR we manage only online applications and we’ll not accept CVs by mail.

Before meeting us, watch the videos We Are Dematic and our Solutions!

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Remote Service / Hot-Line Team Leader

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Dematic

Dematic is an intralogistics innovator trusted by thousands of the world’s leading and emerging brands.

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