What are the responsibilities and job description for the ILUS - Software Support Manager position at Daifuku Intralogistics America?
Overview
About Us
Daifuku is the nation’s leading independent, U.S.‐based provider of intelligent material handling systems. With hundreds of engineers in‐house, the company designs, manufactures, integrates, and installs the full spectrum of intralogistics solutions. We provide leading‐edge conveyor and sortation systems, voice and light‐directed order fulfillment equipment, controls and software, robotics, mezzanines, and structures.
If you want to join a team of industry leading experts and who want to create an impact on the future of material handling solutions, we want to hear from you.
Position Summary
The Software Support Manager manages the Wynsoft software support specialist team, ensuring customers receive timely and accurate support.
Responsibilities
- Manages the Wynsoft software support team, including recruiting, selecting, orienting, training, assigning, scheduling, coaching, counseling, and disciplining employees; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures
- Ensures customer issues are resolved effectively and team members provide a consistently high level of customer service and follow customer contact and software support processes
- Tracks and monitors call queues
- Reviews service call reports
- Helps resolve aging cases
- Travels up to 20%
Qualifications
- Bachelor’s degree in Software Engineering or Information Systems or equivalent experience
- Minimum of 10 years of Help Desk or customer support experience, preferably in material handling or industrial automation environment
- Minimum of 5 years managing a technical team
- Excellent management skills for directing, coaching, scheduling, and assisting team members
- Expertise in multiple versions of Microsoft SQL and Oracle, troubleshooting of Microsoft networking; and software support processes
- Knowledge of OSI Layer 3 and remote connection technologies such as VPN and Remote Desktop
- Knowledge of Help Desk systems and tools
- Computer skills including Microsoft Office
- Ability to multi-task and prioritize work with minimal supervision
- Ability to communicate with internal and external customers with varying levels of technical knowledge
- Strong analytical, problem-solving and troubleshooting skills
- Customer service orientation
- Time management skills
- Strong verbal and written communication and listening skills
- Self-motivated and detail-oriented
- Team orientation
