Service Delivery Manager Job at Knapp, Inc., Kennesaw, GA

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  • Knapp, Inc.
  • Kennesaw, GA

Job Description

Service Delivery Manager

KNAP brings new technology to warehouse automation. The KNAP Group is a global provider of intelligent automation solutions for intralogistics and manufacturing, specializing in the sectors healthcare, fashion/apparel, general retail, food retail, industry and service. We live and breathe automation. We more than 8,000 employees of the KNAP Group in over 60 locations worldwide, shaping the future-oriented industry of intralogistics are dedicated to making complexity simple.

One of the KNAP's primary goals is to use continuous innovation to drive warehouse automation forward, always with the specific needs of the customers in mind. KNAP Group's unrelenting development activity is evident in everything from automated order picking systems and continuing refinement of container handling technology to its state-of-the-art, industry leading software solutions.

Essential Functions and Responsibilities:

Provide monthly reporting, to include:

  • Summary of incidents and problems
  • Implementation of outstanding changes to past events and any unpredicted events
  • Brief description of priority 1 and 2 incidents:
  • Description of solution times
  • Protocol of the last review
  • Review of service level evaluation

Trend reports of incident development:

  • Graphical location of incidents and number of issues
  • Resolution of outstanding incidents
  • Average solution time
  • Change reports: List of executed and upcoming changes

Provide annual reports of past years incidents, to include:

  • Protocol of the last annual review meeting
  • Reports of the past year
  • Review service level evaluations
  • Service credits

Monitor and support software development with small-scale projects

Work with customers and address their requests by phone and e-mail

Responsible for problem management

Create customer reports

Coordinate release updates

Manage quality control of release updates

Identify and tackle open issues, maintain "to-do" lists in cooperation with the Account Manager

Consult with customers

Monitor incident management

Create management summary reports

Qualifications:

Technical qualifications (technical college, senior technical college, technical university degree, or comparable practical experience)

Databases and SQL

Knowledge of C++ and Java

Written and spoken command of English (German or other languages are an advantage)

MS Office skills

Basic knowledge of automation technology with willingness to learn more about our products, systems, and processes

Solution-oriented and innovative

Working Conditions and Environment:

Overtime as required by work

Occasional travel may be required up to 25%

Professional office etiquette is required at all times

Authorization to work in the U.S.

Passport or ability to obtain a passport

Physical requirements may include:

  • sitting, squatting, walking, reaching out to arm's length, reaching over-head, lifting between 50-100 pounds, and reading

Benefits:

2 remote days per week

Half day Fridays

A beautiful new, state-of-the-art, office complex in Kennesaw, GA

Industry competitive compensation

Great benefits with better than average employer contributions, including health, dental, vision, life insurance, Flexible Spending Accounts, Short & Long Term Disability and more!

401k with a very generous employer match and no vesting!

Paid Vacation & Holidays

Profit Sharing

Paid Parental Leave

Subsidized Daycare

Tuition Reimbursement

Pet Insurance

Subsidized food delivery

Monthly celebrations

Quarterly employee events

Corporate Social Responsibility including recycling, sustainability and volunteering

KNAP is an equal opportunity employer. We are committed to a work environment that supports, inspires, and respects all individuals without discrimination on the basis of race, color, religion, sex, sexual orientation, gender identity, age, national origin, veteran, disability status or any other basis protected by law.

Due to the safety-sensitive nature of this position, strict adherence to KNAP's drug-free workplace policy is required. All candidates will be subject to drug-screening in accordance with the policy and will be expected to remain drug-free during their employment. There will be no exception if recreational or medical use of marijuana is permitted in the location of employment and/or residence or if use of marijuana is only during "off-hours."

Knapp, Inc.

Job Tags

Temporary work, Remote work, Worldwide, Flexible hours, 2 days per week

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