Job Description

About Swisslog Swisslog is shaping the future of intralogistics. As part of the KUKA Group, we are the forefront of technology that is changing the world. Serving some of the biggest and most exciting brands across the globe, we\'re a team working together to transform intralogistics with smart minds and fresh perspectives. With our flexible, robotics and data-driven automated solutions, we are powering the supply chain and taking the industry forward. Are you looking for an exciting new challenge - one where you can really make a difference Are you passionate and keen to share your expertise internationally Step forward and discover Swisslog! We are offering a talented individual the opportunity to join our incredible team and get the most of their potential - could it be you Objectives The Assistant System Support Manager is responsible for managing System Support Engineer on resource planning, motivation, coaching, coordination and performance management. The goal of the department is to make sure that the automated material warehouse management software [and the overall warehouse management installation] remains in operation with maximal uptime according to agreements. He/She shall assist System Support Manager to ensure the team with efficiency level of the service rendered meets the required level, order intake as budgeted and target profit margins can be achieved. Through reliable and prompt service, the trust of the customers in Swisslog\'s system support should increase, resulting in the expansion of the service level agreements per installation and ultimately growing the system support service revenue/installation. Make an impact Leadership Achieve and maintain high level team motivation, team spirit and customer orientation (\'putting the customer first\'). Align system support team behind team goals. Manage a team of System support engineers and department daily activities such as expense claims, standby schedules, leave approval, resources planning, employee conflicts etc. Leverage team member\'s skills and experience to enhance department results by delegating in an appropriate manner. Influence and convince customers. Maintain and build up strong and healthy relationships with customers in order to develop Swisslog\'s business / service spectrum. Develop System support product and technologies know how in order to provide high level of customer services. Provide guidance and coaching to System Support engineers. Continues adhere to CCS quality requirement after project handover to System support team. Flexibility Ability to deal with unexpected arising issues. Willingness to travel occasionally. Be reachable at unconventional working hours if required due to an escalated issue. Adapts to new and changing demands. Technical/Commercial Knowledge Allocate tasks as evenly as possible across the team. By having a good understanding of the customers\' issue, prioritize the work load for the team. Have awareness and know how to apply latest technology and tools used by CCS into the project Result orientation Review and Support customer proposals/change orders including software support. Ensure customer support contracts are signed and executed within schedule and cost. Initiate all the measures necessary to ensure improvement on each support project. Ensure engineer adhere to company process landscape and CSS quality requirement. Participate in Global meeting and support agreed CS Global initiative Ensure E&M SW project implemented within time, schedule and budget Customer focus Via consistent, high quality support, foster customer trust and build basis for supplemental and incremental service sales. Develops practical solutions according to customer needs Team work Maintain close collaboration internal departments (i.e. Sales & Consulting, Project Realization) to provide continuous support services to customers. Facilitate knowledge exchange within the entire SW organization in Asia. Involve in organising the handover of projects from SW NB to SW CS department, including check of support contract or warranty period, costing and project documentations. Communication Ensure that team is properly informed regarding ongoing customer issues being addressed. Good listening skills during interaction with customers and team members. Ask strategic and targeted questions to narrow down customer problems. Bring to the team Bachelor Degree in Computer Science / Computer Engineering or equivalent, with minimum of 3 years relevant experience at similar capacity. Fluent Malay, English, Mandarin in speaking and writing. Knowledge and Experience in ERP/WMS/MRPII. Strong experience in logistics industry (manual or automated warehouse systems). Some working knowledge and experience in programming i.e. Java, PL/SQL. Ability in working independently under aggressive timelines. Process oriented and familiar with SDLC and project management methodology. Strong leadership skills with excellent interpersonal skills. Good command of Malaysia, English and Mandarin language is preferred. Relevant experience in operational support function, risk management and quality improvement/initiatives is and added advantages. Able to travel internationally to clients and local country based offices. Our promise Swisslog provides you with the possibility to grow while working with us to deliver a game changing mission: to shape the future of intralogistics by introducing an era of robotic and data-driven automated solutions that create exceptional customer value. We are proud of our Swiss roots, while the opportunities we offer stretch across the globe. We don\'t expect perfection, but we do expect Collaboration, Commitment, Clarity, and Competence (our Core Values) from all our colleagues. In return, we offer you the chance to be part of the driving force behind solutions that are shaping the future, while we are develop the leaders that will shape ours.

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