• Serve as the SME on WMS/WES/WCS.
• Remote into customers' business-critical automation systems as part of a Service Desk team.
• Evaluate downtime and degraded systems by reviewing Windows server status, Windows and third-party services, trace files, event logs, and discussing symptoms with users.
• Troubleshoot within Linux environments, including command-line proficiency, reviewing or modifying system configuration files, and parsing logs to identify critical data.
• Work closely with our internal Software QA and Implementation teams to develop SME-level knowledge.
• Troubleshoot computer networks (TCP/IP) in the context of application issues.
• Provide clarity to customers as issues arise and document troubleshooting for failure mode analysis.
• Serve as a primary contact for select customer sites after implementation, including site visits to build and maintain relationships.
• Communicate effectively with customers regarding products, services, and issue resolution.
• Maintain accurate records of customer interactions, feedback, project warranties, support contacts, and service discontinuance orders.
• Keep system information current, including relevant software and equipment updates.
• Follow up on unresolved customer issues, coordinate with appropriate departments, and ensure resolution.