Live Operations - PSS Subject Matter Expert

What We Offer:

* Career Development

* Competitive Compensation and Benefits
* Pay Transparency
* Global Opportunities

Learn More Here: https://www.dematic.com/en-us/about/careers/what-we-offer

Dematic provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

The base pay range for this role is estimated to be$65,000 - $140,000 at the time of posting. Final compensation will be determined by various factors such as work location, education, experience, knowledge, and skills.

What You will do In this Role:

• Travel to customer sites, often spending multiple weeks on-site, fully immersing yourself in the customer's operation to understand how system issues impact their business.
• Develop subject matter expertise that you'll bring back to the home office, helping the technical support team better serve our clients.
• Conduct operator training that empowers customers to be more self-reliant, reducing the need for frequent technical support calls.
• Create comprehensive troubleshooting documents that will serve both new customer employees and the Dematic technical support desk.
• Use your excellent interpersonal skills to work with a diverse range of people, from highly technical staff to senior managers and executives, both at Dematic and on the customer side.
• Experience the excitement of traveling to new places and interacting with top-tier Dematic clients, while working with cutting-edge software and automation technology in material handling and logistics.
• When not at a customer site, contribute to developing knowledge base articles, standard operating procedures, and training materials to enhance our support infrastructure.
• Serve as the go-to expert during emergency support scenarios, helping customers quickly recover from downtime and get back to full production.
• Engage with a broad spectrum of Dematic teams, including sales, project management, R&D, product management, and leadership, giving you exposure to the full lifecycle of our projects.
• Assist with system enhancements and code fixes including deployment of those changes.

What Are We Looking For:

• Technical Expertise: Strong foundation in material handling systems, automation, or similar technology, with the ability to quickly grasp complex systems and custom features.
• Field Experience: Proven experience working directly with customers in a hands-on, field-based environment. Experience in troubleshooting, system integration, or technical support is highly valued.
• Customer-Focused Mindset: You should be passionate about understanding and solving customer issues. Experience building strong relationships with clients and adapting to their unique needs is essential.
• Communication Skills: Excellent verbal and written communication skills are critical. You should be able to interact with a wide range of stakeholders, from technical experts to executives, and explain complex concepts clearly.
• Training and Documentation: Experience in creating training materials and knowledge base documentation, as well as delivering training sessions to both technical and non-technical audiences, is a plus.
• Problem-Solving Abilities: You should be a natural problem solver who can think on your feet and remain calm under pressure, especially when assisting with emergency support situations.
• Soft Skills: Strong interpersonal skills are a must. You'll be working with diverse teams and clients, so being approachable, adaptable, and a great listener is important.
• Education: A bachelor's degree in engineering, computer science, IT, or a related field is preferred. However, relevant experience and technical certifications may also be considered.
• Flexibility: Willingness to travel frequently across North America and work outside of standard business hours, including late nights, weekends, and holidays as needed.
• Growth Mindset: We're looking for someone eager to learn and grow in this role, with the ambition to take on more responsibility and expand their expertise.
• If you're looking for a challenging yet rewarding career that blends technical know-how with customer interaction and fieldwork, we'd love to hear from you!