Job Description

The Software Support Engineer will be responsible for providing technical support for our advanced rebar manufacturing systems and equipment, which include automated production lines, inventory management, and scheduling software. This role requires in-depth technical knowledge of the software and hardware involved, the ability to diagnose and resolve complex issues, and the ability to communicate effectively with customers and internal teams.

Key Responsibilities:

Customer Support

: Provide technical assistance using our rebar manufacturing software and equipment, including troubleshooting issues related to production systems, automated machinery, and associated software interfaces.

Issue Diagnosis & Resolution

: Investigate and resolve complex software and hardware issues, including machine failures, software glitches, and system integrations that affect production operations.

System Configuration & Optimization

: Assist in configuring and optimizing their rebar manufacturing systems, ensuring that all components (e.g.,robotic arms, automated cutters, material handling systems) are functioning correctly.

Data & Reporting

: Analyse production data, troubleshoot reporting discrepancies, and assist in generating accurate production reports from the system.

Collaboration with Engineering Teams

: Work closely with engineering teams to escalate and resolve complex issues, provide feedback on system performance, and help improve the overall product.

Training & Documentation

: Conduct training sessions for customers on software usage, troubleshooting, and maintenance. Create and maintain knowledge base articles, manuals, and FAQs specific to the rebar manufacturing systems.

Preventative Maintenance

: Support customers in performing preventive maintenance routines for both software and hardware systems to ensure system uptime and reliability.

Continuous Improvement

: Actively participate in the review and improvement of support processes, knowledge base materials, and service delivery to ensure maximum customer satisfaction.

Required Skills & Qualifications:

Strong understanding of software used in manufacturing systems, including automated machinery and production control software. Proficiency in troubleshooting complex software and hardware systems, including network connectivity issues, machine malfunctions, and system errors. Familiarity with production management and reporting systems, including inventory tracking, scheduling, and order management. Experience with databases (e.g., SQL) and the ability to work with production data and logs. Strong problem-solving and analytical skills, with a focus on operational efficiency. Ability to work independently and handle multiple issues concurrently in a fast-paced environment. * Excellent communication skills, with the ability to explain complex technical concepts to non-technical users.