System Support Technician (Remote)

Kardex VCA Pty Ltd is seeking a motivated self-starter to join our Australia & New Zealand Life Cycle Service Team in the role of System Support Technician, which will be remotely based in either in Sydney / Melbourne / Wodonga. This is a Full Time Position, which reports to the Director Life Cycle Service, Australia.

PURPOSE OF THE ROLE

As System Support Technician, this role is responsible for the entire range of on site and/or remote services for mechanics, mechatronics, software and controls such as servicing, troubleshooting including interfaced to connected other equipment, controls software update and modification services. He/she also serves as a brand ambassador by replicating the core values of Kardex Remstar in every interaction with customers and colleagues.

JOB RESPONSIBILITIES

Service requests:

• Support Kardex VCA customers with their Kardex Automated Storage and Retrieval Systems.
• Provide an excellent level of customer service in accordance with established policy.
• Deliver basic levels of customer product training.
• Communicate effectively with Customers and the line management at prescribed intervals.
• Accurately report on a visit-by-visit basis via appropriate documentation/call tracker in a timely manner.
• Respond to customer service requests as directed by the line management.
• Work with minimum supervision, maintaining appropriate communication at all times.
• Aid and assist fellow workers as and when required.

Problem Resolution

• Deal with all aspects of machine/unit performance and achieve a high level of first time fix without the excessive use of parts.
• Provide first line trouble shooting and removal of root cause of faults.
• Escalate more complex/unusual issues to the appropriate individual/team ensuring that issue is resolved as efficiently as possible and in accordance with company policy and precedent.
• Make contributions to the ongoing development of the team and overall service performance.

Quality/Health & Safety:

• Ensure that all personal PPE is maintained as required and inspected at required intervals.
• Work within agreed quality and health and safety standards.

Database/inventory

• Ensure data is managed and provided accurately.
• Achieve a high first time fix rate and minimum recalls with the most cost effective use of labour time and parts.

REQUIREMENTS

• Education: Diploma/Degree in Automation Engineering or related Technical Studies.
• Work Experience:
• Minimum 5-7 years of experience with last 3 years in System Service, handling high Capex nature equipment.
• Possess good knowledge in warehouse automation, both application and processes, including software systems.
• Understands application of AutoStore or other warehouse automation systems in the end-users’ warehousing environment.
• Have good commercial acumen, able to interact with customer on business contract and modernisation. A trusted Advisor nature.
• Skills: Working knowledge in system support with multifaced integrations and software.
• Language: English – fluent (both spoken and written).
• Travel: High, in country. Possess a Car and Driver’s licence.

Behaviours required to perform this role:

• Able to extract diagnostic data in order to ascertain root cause of reported fault.
• Logical and forward thinking when carrying out Routine Maintenance.
• Logical approach to fault analysis/problems.
• Able to follow laid down procedures and policies.
• Able to evaluate situations and respond appropriately.
• Self-motivated, self-disciplined and maintain positive attitude.
• Able to cope with varying levels of stress and pressure.
• Able to make decisions/judgements.
• Able to work beyond working hours if required (on weekends and public holidays).

Other skills/competences/qualifications:

• Service-minded.
• Customer oriented.
• Structured, independent and self-organized.
• Communicative.
• Flexible and accommodating.
• Interpersonal skills.
• Personal effectiveness.