Controls Engineer Technical Support

Technical Support Group Controls Engineer – Dematic Corp.

Dematic Corp. seeks a Technical Support Group Controls Engineer within the Customer Service Department. The engineer will serve as a top‑tier escalation team member, providing world‑class customer service to high‑profile customers in a timely manner, supporting pier engineers, and closing out backlog of active long‑life cases.

• Close out backlog of active long‑life cases and provide case analysis to determine proficiency of case closure.
• Work with management to increase solution execution efficiency.
• Analyze systemic issues in supplied equipment, including resale equipment.
• Diagnose and resolve technical issues related to conveyors, sorters, AS/RS, robotics, and PLC‑controlled systems.
• Handle escalated cases from entry‑level support and collaborate with experts for complex problems.
• Maintain accurate records in ERP and ticketing systems (SAP, Oracle, Jira).
• Assist in implementing preventive maintenance strategies and reliability improvements.
• Communicate effectively with customers regarding issue status, timelines, and resolutions.
• Provide technical guidance during service calls and follow‑ups to ensure satisfaction.
• Work closely with supervisors and experts to share insights and best practices.
• Participate in training sessions and contribute to onboarding new team members.
• Assist in developing troubleshooting guides and knowledge‑base content.
• Work as PM to coordinate information gathering for project/R&D teams.
• Support the Global Issue Reporting (GIR) system to help engineers across the organization.
• Identify recurring issues and suggest improvements to processes or documentation.
• Support Lean or Six Sigma initiatives for operational efficiency.
• Develop and implement training material for continuous improvement.
• Travel 20‑30% to customer locations, including weekends, holidays, and overtime.
• Participate in 24/7 on‑call rotations for incoming escalations.

• Associate or Bachelor’s degree in Engineering, Technical Management, or related field (or equivalent experience).
• 3–5 years of experience in technical support within material handling, automation, or logistics.
• 3+ years of experience troubleshooting controls hardware.
• 3+ years of electrical troubleshooting experience.
• Strong understanding of automated systems and basic PLC troubleshooting.
• Experience troubleshooting Allen Bradley Logix PLC, Siemens, Modicon PLC, and controls platforms preferred.
• Familiarity with ERP and CRM platforms (SAP, Oracle, Salesforce Service Cloud).
• Excellent problem‑solving, communication, and organizational skills.
• Ability to work in a fast‑paced environment and manage multiple priorities.
• Willingness to work flexible hours and participate in on‑call rotations.
• Strong customer‑service mentality and verbal communication over the phone.
• Ability to work independently and manage teams.

Competitive compensation and benefits; base pay range estimated at $65,000–$140,000. Career development opportunities, global opportunities, and pay transparency. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

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Dematic provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.