Manager Technical Support (m / f / x)

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Dematic is a leading supplier of integrated automated technology, software and services to optimize the supply chain. Dematic employs over 8,000 skilled logistics professionals to serve its customers globally, with engineering centers and manufacturing facilities located around the world. Dematic is one brand under the KION Group of companies and has implemented more than 6,000 integrated systems for a customer base that includes small, medium and large companies doing business in a variety of market sectors.

KION Mobile Automation develops mobile robots, robotic fleet controllers and cloud-based fleet management systems for industrial logistics applications. We are a fast growing team with locations in the USA, China, Australia, Belgium and Germany.

As part of the international KION Group and company culture you will work in an open, transparent and agile environment and you will be a valuable member of an effective, globally successful organization. You will get to work with the products and solutions through the entire lifecycle from development to installation and service.

The department Global Service Repair & Maintenance is responsible for the After Sales & Service in the field of mobile automation. This includes a technical service that ensures a helping hand for customers that are in need for troubleshooting, a spare parts unit that provides the right devices for the AGVs in case of damage, as well as a service training & documentation management that provides all manuals for every Operating Unit. The department is working closely with the location in Germany and North America, so an international exchange is given. The working environment is open, honest and agile. This department offers many opportunities to leave own footprints and to strengthen the overall service organisation across Europe. Flexible and agile characters may change and develop the automation business to its best!

To further strengthen the department, we are looking for you as “Manager Technical Support (m / f / x)” at location in Zwijndrecht (Antwerp) as soon as possible.


+ Manage all relevant technical support processes for KION automated vehicles towards the KION Operating Units

+ Analyze existing set-up and requirements, derive and implement structured, harmonized and future-proof support processes, tools and levels on an international basis

+ Align with the OUs and create a clear roadmap to achieve the commonly defined set-up

+ Ensure 3rd level support to the Operating Units (e.g. 24/7 hotline), establish corresponding service level agreements with the Operating Units

+ Ensure technical development support for legacy systems (‘past development’), ensure the support of future system upgrades

+ Define and manage appropriate processes for system modifications/customer requests for changes of set-up with Operating Units and relevant interface departments

+ Foster the harmonization of support tools across the Operating Units (e.g. standardized ticketing system, remote support etc.)

+ Provide structured input to product requirement and service product management departments regarding future product developments

+ University degree or comparable training, preferably with a technical focus

+ At least three to five years of relevant experience within Automated Material Handling Solutions or related industries

+ Profound experience in the field of technical support processes (3rd level support, technical service, software development, customized options etc.)

+ High level of analytical and conceptual skills

+ Leadership skills, strategic and entrepreneurial thinking and acting

+ Ability to manage global projects, high level of communication/negotiating skills

+ Ability to operate in an international team and perform in a global matrix organization

+ Outstanding customer orientation and problem-solving mentality

+ Fluency in English, additional languages are a plus

+ Flexibility and willingness to international travel (30%)

What We Offer?

We are the largest provider on the market and want to further expand leadership position in the field of mobile automation. We have the speed and short decision-making paths of a start-up, but the financial security and the standing of a large corporation. We have top technologies, have a global sales and network and work for the big global e-commerce customers who are looking for global solutions. Our development and processes are very fast (f.e. SW-update every 3 months) and our R&D developers always look after a product holistically from start to finish and do not just manufacture a single component – they accompany the entire product from A-Z.

Would you like to go your way in a unique, technology-savvy organization and make a significant contribution to further expansion?

We should get to know each other!

Requisition ID: 2020-11122

Job Time: Full-Time

Experience Level: Senior Level

Shift Schedule Display: Standard

External Company URL:

Street: Baarbeek 1

Post End Date: 10/1/2020

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