CS IT Service Support Technician (WEB5582)
SSI SCHAEFER United Kingdom 2024-09-25Location(s): Northern Europe / UK
Target Group: Full-time
The SSI SCHAEFER Group is the world's leading solution provider of modular warehouse and logistics systems. The company employs around 8,600 people in around 80 operating companies worldwide and at seven production sites.
Job Purpose: To support the CS IT Service Manager in training, coordination and deployment of the service technicians and onboarding team, as well as for the communication and coordination with the clients, other ALG employees and CCs. Involved in selling and providing customer technical support contracts.
Plan, co-ordinate and control the activities of the customer service team to maintain and enhance customer relationships and meet organizational and operational objectives.
• Liaise between customers and internal stake holders to ensure support solutions implemented are appropriate
• Ensure adoption of consistent and standardised process and methodologies
• Liaising with UK and offshore development and support teams
• Coordinating support schedules, SLA’s and KPI’s in relation to cost, quality and timeliness
• Working with key stakeholders at all levels of the organization to ensure work is planned in accordance with the objectives of the organization
• Communicating clearly and effectively to different levels of the organization
• We have Systems and Procedures in place that cover how as a business, we deal with the management of Quality, Environmental and Health and Safety.
• Each job holder is expected to acquaint themselves with those procedures, and ensure they fully comply and adhere with the requirements, as they apply to their job role.
• Employees have responsibilities for their safety whilst at work and to co-operate with the Company on all health & safety requirements.
• Employees have responsibility for information security for all information associated with SSI Schaefer during employment and where appropriate in respect of Confidentiality, which may extend beyond the employment period.
• Providing proactive support to our customers using available SSI systems and information.
• Analyse system reports to track and identify opportunities for continued improvement.
• Writes and updates knowledgebase articles.
• Effectively communicates with customers in high-impact scenarios.
• Participates in customer and internal meetings.
• Works as part of international team to ensure maximum system uptime and performance.
• General computer skills – Microsoft Excel, Word, PowerPoint and Outlook
• Ability to understand and translate customer and business requirements into deliverables
• Ability to read, analyse, and interpret technical documentation.
• Ability to write technical user and procedure manuals.
• Excellent communication skills
• Excellent planning and organisational skills
• Customer focussed
• Self-Confident and willing to share opinions
• Results orientated
• Able to demonstrate an ability to learn and work, using own initiative and without supervision.
Physical Demands
Travel throughout the UK across SSI Schaefer and customer sites/locations
As and when required oversea travel.
Environmental Conditions
Remote working, office conditions and where applicable customer sites.
Full Time 37.50 hours per week – Monday to Thursday, 8.30 am to 16.45 and Friday 8.30 am to 15.30 with half an hour for lunch each day.
We will process your data in accordance with our Privacy Notice. You may withdraw this consent at any time by emailing hrdepartment@ssi-schaefer.com