What are the responsibilities and job description for the Problem Manager position at Swisslog?
Where do people love what they do, and being great at what they do? At Swisslog, that’s where! Our teams are the heart of a world-leading Robotics company that’s harnessing the power of technology to shape the future of intralogistics. The result? We’re transforming performance and efficiency for customers across the globe, giving them the vital edge in their markets. The Problem Manager is responsible for coordinating timely resolution of problems (Software, Hardware, and Controls) by assigning action items to various internal & external partners, coordinating, and following up on schedules. The Problem Manager will take the necessary steps to ensure 100% deployment success. He/she will provide timely status reports to the customer and to the internal groups.
Responsibilities
Make an impact
What you need to succeed Essential
Swisslog is a world of opportunity for people who can deliver a game changing mission: driving the future of intralogistics, by shaping an era of robotic and data-driven automated solutions that create exceptional customer value.
Join us on this journey and you’ll be part of a global enterprise that’s proud of its Swiss roots - and hugely excited by the worldwide opportunities open to everyone in the Swisslog family. So come and realize your potential, in a team that’s united by passion and driven by the OneSwisslog team spirit.
Join the journey!
We´re looking forward to receiving your application!
Talent Acquisition Manager: Michelle Zando Note for United States job postings (EEO statement): Swisslog is an Equal Opportunity Employer committed to building an inclusive and diverse workforce. All qualified applicants will receive consideration for employment without regard to race, religion, color, age, sex, national origin, sexual orientation, gender identity, disability status, protected veteran status, or any other factor protected by applicable federal, state or local laws.
Responsibilities
Make an impact
- Actively manage and prioritize all open problems across all clients.
- Develop project plans with tasks and resources required as necessary.
- Track and meet metrics and Key Performance Indicators for Problem management
- Deliver daily summary of significant issues to Global Helpdesk Manager
- Collaborate with relevant stakeholders to assign tasks for resolution and confirm deadlines.
- Actively follow-up until there is a problem resolution and deployment
- Perform Trend Analysis on Problem tickets to see potential areas of improvement
What you need to succeed Essential
- Associates in Computer Science or other related technical discipline
- Strong leadership skills and interpersonal skills
- 2 years of experience in a helpdesk/call center
- Experience working with clients and team members to drive issues to resolution
- Strong knowledge of warehouse management processes
- Ability to research, provide direction and/or resolution for technical problems.
- Proven track record in a fast-paced, demanding environment, with the ability to be adaptable
- Experience with Microsoft Office
- Excellent written and verbal English communication
- Ability to multi-task effectively
- Ability to work independently and on teams
- Strong sense of ownership
- Excellent attention to detail
- Analytical, problem-solving, and decision-making skills
- BS degree in Computer Science or other related technical discipline
- 3 years of experience in a customer support role or equivalent
- Experience as a Problem Manager
- Demonstrated presentation skills
- Additional language skills a benefit
- Experience with SAP CRM
Swisslog is a world of opportunity for people who can deliver a game changing mission: driving the future of intralogistics, by shaping an era of robotic and data-driven automated solutions that create exceptional customer value.
Join us on this journey and you’ll be part of a global enterprise that’s proud of its Swiss roots - and hugely excited by the worldwide opportunities open to everyone in the Swisslog family. So come and realize your potential, in a team that’s united by passion and driven by the OneSwisslog team spirit.
Join the journey!
We´re looking forward to receiving your application!
Talent Acquisition Manager: Michelle Zando Note for United States job postings (EEO statement): Swisslog is an Equal Opportunity Employer committed to building an inclusive and diverse workforce. All qualified applicants will receive consideration for employment without regard to race, religion, color, age, sex, national origin, sexual orientation, gender identity, disability status, protected veteran status, or any other factor protected by applicable federal, state or local laws.
