TrakSYS Support Engineer

Role:
TrakSYS Support Engineer

Work location:

Richmond, VA

Job Description:

The TrakSYS Support Engineer is responsible for providing technical support, maintenance, and enhancements for TrakSYS-based MES solutions. The role involves diagnosing and resolving system issues, supporting end users, monitoring performance, and ensuring seamless MES operation across manufacturing environments.

Key Responsibilities:

• Provide Level 1 / Level 2 Support for TrakSYS MES application.

• Monitor system performance and ensure continuous up time.

• Identify root causes and coordinate fixes with development team, ERP team, WMS team, Infrastructure team, Network team or Vendor team and business users.

• Query and analyze TrakSYS SQL Server database table for investigation and resolve data-related discrepancies to maintain data accuracy.

• Troubleshoot TrakSYS integration issues with ERP (e.g., SAP), WMS (e.g., Blue Yonder), and PLCs (e.g., Kep Server OPC).

• Troubleshoot TrakSYS configurations (e.g., Modules, Services and Workflows) and apply changes.

• Handle incident management and services requests through ticketing tools e.g., Service Now.

• Maintain support documentation, change logs, and knowledge base articles.

• Track SLAs, KPIs, and recurring issues for continuous improvement.

• Support scheduled maintenance, upgrades, and deployments.

What are the Mandatory skills and skill proficiencies required for this position?

• Hands on experience on TrakSYS MES (version 12 is a plus).

• Understanding of TrakSYS architecture and core configurations.

• Knowledge of C#/.Net, JavaScript, HTML and CSS.

• Knowledge of SQL Server (queries, stored procedures).

• Knowledge of IIS, Windows Server, and network basics.

• Strong analytical and problem-solving skills.

• Good communication skills.

These positions will involve working night shifts and may also require travel between the two sites (Richmond, VA & Hopkinsville, KY as needed.