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SUMMARY
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The Software Engineer provides advanced technical support and customer service to support customer needs related to TGW’s software solutions. This role requires exceptional customer service and communication skills, along with comprehensive technical expertise in TGW software and hardware solutions.
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DUTIES AND RESPONSIBILITIES
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- Investigate and resolve issues related to TGW software solutions to support customer operations, interacting with customer contacts as necessary.
- Respond to error messages, system blockages, and miscellaneous operational malfunctions.
- Identify software issues stemming from hardware malfunctions in onsite automation equipment (e.g., conveyors, cranes, shuttles)
- Troubleshoot customer system errors and perform root cause analysis to drive issues to resolution.
- Gather and analyze system data to assist in KPI tracking and trend identification.
- Participate in implementation process to learn the customer system and environment.
- Partner with internal TGW Software Department to facilitate software installations and upgrades.
- Collaborate with TGW Lifetime Services team to document and communicate issues and lessons learned.
- Perform other duties as assigned.
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REQUIREMENTS
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Education:
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Associate’s degree in a computer-related discipline, or equivalent experience.
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Experience:
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Previous experience with relational databases and troubleshooting, preferably in a material-handling environment.
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Skills & Abilities
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- Experience with relational databases, such as SQL.
- Proficiency in programming languages, such as C# and Java.
- Demonstrated problem-solving ability and troubleshooting skills.
- Experience in high-stress scenarios requiring adept social skills and conflict resolution ability.
- Ability to communicate technical issues in non-technical language.
- Understanding of Controls concepts and knowledge of Siemens S7 PLC programming preferred.
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Physical Requirements
- Requires ability to walk, climb, stand, carry materials, stoop, kneel, bend, stretch, push and pull
- Must be able to coordinate movement of several parts of the body, such as arms and legs, while the body is moving
- Must be able to keep or regain the body’s balance or stay upright when in an unstable position
- Must be able to use hands to handle, control, feel, grasp, move and/or assemble objects, tools or controls
- Must be able to be physically active and use muscles for extended periods without getting tired or out of breath
- Requires prolonged period of standing and walking
- Must be able to climb a 70 foot fixed ladder (ladder has rest points every10ft)
- Must be able to lift and carry up to 50 pounds; maximum unassisted lift = 50 lbs; average lift less than 20 lbs
- Must be able to adjust body movements or equipment controls to keep pace with speed changes of moving objects
- While looking forward, must be able to see objects or movements that are off to the side
- Must be able to visually inspect machines
- Must be able to see differences between colors, shades and brightness
- Exposed to moving and/or motorized equipment, machinery, parts and electricity that require safety protocols
- Must be able to speak clearly so others can understand
- Must be able to understand the speech of others
- Must be able to hear sounds and recognize the difference between them
- Must be able to focus on one source of sound and ignore others
- Must be able to determine from which direction a sound came
- Must be able to use critical PPE correctly
- Exposed to job site temperature fluctuations due to seasonal weather based on geographic region
The physical demands described above are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
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