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Business:  Kalmar
Job Function:  Service
Location: 

Botany, NSW, AU

Senior Automation Engineer

Kalmar keeps global trade moving. Our innovative solutions contribute to every fourth container movement in the world and help transform the future of cargo handling. We believe in collaboration, delivering on our promises and that people make the difference.

Purpose of the position

  • The Senior Automation Engineer (SAE) is a critical position within the Kalmar regional and Global Automation Services team. The SAE will carry a substantial case management load and is primarily responsible for working through customer cases to determine root causes and devising resolutions. The customer cases to be worked on can be reported by customers themselves or proactively reported by SAE or his/her colleagues under a Software Maintenance and Support (SW M&S) contract with the customers
  • The SAE works also in delivering services under specific optimisation projects where SAE is responsible for proactively identifying, reporting and mitigating issues that hinder customer operational performance either in production or emulation environment based on observations or data analysis (or both),  document his/her actions related to the customer-facing part of case investigations and root cause determination of customer reported issues in Kalmar’s CRM system, engage with customers on a regular basis and will remotely participate in software implementations and upgrades, which may require occasionally on-site work with the customer.
  • The SAE will also assist with Kalmar’s internal back end customer systems test processes, integrations, and maintenance.  These responsibilities may include management and upkeep of customer data and test environments through various databases and cloud environments. 

Main tasks and responsibilities

  • Provide responsiveness and technical support to Kalmar customer reported issues. 
  • Replicate/validate customer reported issues. Debug software/hardware issues as necessary.
  • Perform root cause analysis (RCA) on customer reported issues.
  • Execute the required actions to mitigate the customer reported issue(s) and bring the system back to an operational state.
  • Assist junior AE’s with escalated issues.
  • Participate in and sometimes lead customer optimization initiatives from a technical perspective.
  • Conduct technical hands-on training for Automation Services staff.
  • Assist on-boarding new Automation Services staff.
  • Mentor new Automation Services staff.
  • Attend regular office-hours meetings with Kalmar Engineering.
  • Participate in the local roster for on-call support rotation including being available during designated after-hours and weekends as the regional point of escalation for Automation Services for critical P1 issues   
  • Coordinate ‘hot fixes’ when warranted or required and approved by Kalmar Engineering Management.
  • Expand and improve the quality of knowledge by writing, editing and approving knowledge base articles.
  • Self-learning of new product and technology developments so as to be able to provide up to date advice to customers.
  • Report service performance against defined KPIs
  • Participate in, lead technical and/or core product meetings within the broader Kalmar organization.
  • Keep abreast of Kalmar’s technological strategy and measure and see short-term activities in relation to the long-term business strategies or goals.
     

What you’ll need to succeed

Education

  • BS or MS degree in computer science, Industrial Engineering, Electrical Engineering or related technical discipline.

Experience

  • 5+ years related technical development and/or customer service experience.
  • Working experience of Unix, Windows, Database management systems (such as Oracle, SQL Server).
  • Familiarity with programming (like C#, C++ or Java).
  • Exceptional data-analysis and debugging skills using application logs.
  • Familiarity with API’s, XML, JAVA, APACHE, and client-server apps.
  • Knowledge of networking technologies and relational database structures and web-based enterprise solutions and technologies.
  • Demonstrated experience with mission-critical, industrial enterprise application solutions.
  • Industry experience in Marine Container Terminals, General Cargo, Distribution Centers or Warehouses desirable.
  • Willingness to travel based on business need (up to 10% - 25%).

Competencies

  • Exceptional leadership, customer service, writing, and oral communication skills.
  • Demonstrated time/account management, and organizational skills
  • Flexibility and ability to work extended hours under tight deadlines 
  • Problem solving and troubleshooting of complex technical issues
  • Results oriented work methods
  • Ability to work independently and in a matrixed team

You will be part of

We offer you an opportunity to put your skills and experience into work and make an impact in our global organisation and the cargo handling industry. You will work together with great colleagues from various backgrounds inspired by shared, ambitious goals. We value collaboration in our open and inclusive culture. With us, you will have the opportunity to develop yourself professionally. Join us to make a difference - and have fun while doing it.
 

Interested to join?

If you are excited about this opportunity, click Apply and submit your application and CV.

Kalmar is part of Cargotec

Kalmar offers the widest range of cargo handling solutions and services to ports, terminals, distribution centres and to the heavy industry. Kalmar is the industry forerunner in terminal automation and in energy efficient container handling, with one in four container movements around the globe being handled by a Kalmar solution. Through its extensive product portfolio, global service network and ability to enable a seamless integration of different terminal processes, Kalmar improves the efficiency of every move. www.kalmarglobal.com

 

Kalmar is part of Cargotec. Cargotec's (Nasdaq Helsinki: CGCBV) sales in 2021 totalled approximately EUR 3.3 billion and it employs around 11,000 people.  www.cargotec.com