Software Service Engineer

• As the primary interface with the customer, receive and handle remote support calls – taking ownership in resolving issues related to DLN automated warehouse solutions for our customers.
• Demonstrate exceptional communication skills by communicating effectively and professionally, both with customers and internally.
• Troubleshoot customer system errors, using judgment to authorize and secure assistance and following through with customer until issue resolved.
• Follow-up with root cause evaluation and resolution after initial issues are corrected.
• Effectively, professionally and accurately use our call tracking system to record customer calls, provide regular updates, and record the final resolution.
• Use various access methods (VPN, etc.) as needed to diagnose and resolve customer system malfunctions or perform system maintenance.
• Follow work methods for remote support activities. Maintain accurate, complete and timely customer service records.
• Establish and maintain organized documentation and work methods for all remote support activities. Maintain accurate software version control.
• Aid in software deparment efforts such as automated testing, development work and bug fixes relating to support, and improving standards to reduce customer issues
• Participate in on-site customer system commissioning and handover processes to learn about the customer system and environment in order to provide exceptional customer support.
• Work Schedule varies between days, nights and weekends. Schedules are planned in advance, but can change on short notice.
• Other duties as assigned by supervisor.

• Associates degree plus Software experience, or Bachelors degree in a computer related discipline or similar required.
• Exceptional communication skills, written and verbal. Ability to effectively communicate complex issues to various levels of employees within internal and customer organizations.
• Demonstrated skill and passion for problem solving and operational excellence.
• Programming skills, well versed in C#
• Some experience in frontend developent is preferred, and exeperience with Ignition or Vue/PrimeVue with an ASP.net API is a plus.
• Relational database experience preferred. MSSQL experience is a plus.
• Solid understanding of Remote Desktop Connections, VPNs, Virtual Machines, Networking/Subnets
• One or more years of development experience, e.g. having been a commissioning engineer for software systems, are a plus.
• Material handling industry, remote troubleshooting, and previous Customer Service experience are all a plus!
• Ability to travel up to 25%.

Ideal Candidate

Driven: Highly motivated to ensure the success of clients, team members, and self.

Innovative: Committed to creative problem solving and continuous improvement.

Accountable: Takes personal responsibility for actions and outcomes.

Integrity: Demonstrates honesty and consistency of character.

Client-Centric: Focused on exceeding internal and external client expectations.

Collaborative: Works well with others, fostering a positive team environment.

DLN Integrated Systems is a trusted partner enhancing competitive edge with advanced distribution solutions. We were founded in 2002 and have continued to grow since then, helping our clients optimize their material handling and supply chain operations with expert design, installation and support.

Our team includes mechanical, controls, software and robotics engineers, as well as project managers, technicians and an active sales team.

DLN is an independent systems integrator, which means our day-to-day tasks are richly varied, with exposure to the most cutting-edge automation technologies in our industry. Because our systems are thoughtfully customized to our clients’ unique needs, our concepts and designs are limitless.

DLN prides itself on being an employer of choice for people at all stages of their careers. Generous benefits, competitive compensation and paid time off are standard. We also offer work-from-home options, flexibility in schedule, and when you’re at the office you’re free to bring your dog. Our team also has opportunities to develop their skills with professional development, and leadership regularly recognizes the achievements and contributions of our team.

Outside of work, DLN actively participates in several non-profits, including a major role in the Kent County Toys for Tots program, and an annual golf outing benefiting the Epilepsy Foundation of Michigan.

We offer generous benefits, competitive compensation, paid time off, opportunity for growth, and the chance to work with a winning team in a great company culture. Candidates may be required to pass a drug screen, pre-employment physical, background check, motor vehicle report, and reference checking.