Assistant Manager Global Helpdesk
Newport News, VA, US
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.
Make an impact
- Partner with client and Sr. Leadership in support of GHD activities for the Customer
- Participate in weekly meetings with the Customer to monitor and optimize GHD processes
- Support business strategy changes as a driver to SLA adherence and Customer Experience
- Assist with high profile initiatives, including implementation of ticketing tool changes
- Collaborate on initiatives across business groups to promote First Call Resolution
- Deliver GHD SLA adherence across phone and email channels
- Implement process improvement strategies to enhance departmental efficiency and effectiveness
- Facilitate presentations to business partners, creating awareness of operational processes
- Participate in Quality calibrations with Customers and GHD personnel to monitor Quality out-put and Customer Experience
- Benchmark, analyze, report on, and make recommendations for the improvement and growth of Customer sites
- Keep current with latest technologies
- Ensure that GHD has the current process and can access customers sites
- Other duties as assigned by GHD Operations Manager
What you need to succeed
- BS of Computer Science or related degree
- Minimum 2 years Engineering and Support Experience
- Minimum 2 years Customer Service
- Experience with SQL, Oracle, JAVA, and other platforms and software
- Experienced with establishing, leading, and developing resource staffing plans to sup-port the execution of projects.
- Experience with working weekends, on-call, and overtime
- Experience with participating in Customer meetings
- Experience with Warehouse Management Systems and ERP systems.
Desirable
- 4 years of experience with Warehouse Management Systems and ERP systems
- Leading Team and Sr. Leadership meetings
- Experience with Zendesk or Salesforce ticketing system
- Knowledge of ASRS, Tornado Cranes, Au-tostore, Light Goods Conveyors
- Ability to develop and deliver high level operational reporting to Sr. Leadership
Our promise to you
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.
About Swisslog
Swisslog is shaping the future of intralogistics. As part of the KUKA Group, we work on the latest technologies that are reimagining the world of logistics. We’re a team of 2,900 experts from 50 countries, serving some of the world's largest and most exciting brands. Together, we’re implementing smart and innovative approaches - including flexible robot-based and data-driven automation solutions that are transforming the supply chain. So join our team and share your unique perspective.
Linkedin Reference: #LI-BB1
Join the journey!
If you think a career with Swisslog could be what you are looking for, we´d love to hear from you.
We´re looking forward to receiving your application!
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.
Nearest Major Market: Hampton Roads