Software Support Engineer Jobs

About AMF Bakery
WE RISE TOGETHER!
At AMF, we are dedicated to working alongside our customers to produce better food for families around the world while creating better lives for our teammates, families, customers, and communities.
AMF Bakery Systems is the world's largest manufacturer of high-speed bakery equipment. We provide complete automated bakery solutions for numerous categories, including Soft Bread and roll, Artisan Bread and roll, Cake and Pie, Pizza and Flatbread, and Pastry and Croissant. AMF is part of the Markel Food Groups, the leading equipment supplier to food manufacturers around the world.
Our culture and shared values are spelled out in "The Markel Style" as we encourage and recognize teammates that bring these values to life each day. With the style as our guide, our teams pursue excellence while keeping a sense of humor. Seeking to know our customers' needs, we aim to build financial value for our shareholders while sharing success with others and winning together. We are inspired to work hard and encouraged to challenge management to find better ways of doing things. At AMF, we believe in fostering the professional development and personal potential of our diverse workforce.
If you're searching for the next company to call home, AMF Bakery Systems provides a teammate-centered culture with exciting career growth opportunities. We strive to build extraordinary teams by seeking out a wide range of talent, experiences, and diverse backgrounds. Diversity of thought and the collaboration of various life experiences are what drive growth and innovation at AMF.
Position Summary
If you are a passionate technical professional that enjoys developing new software solutions and interacting with customers to troubleshoot software issues, we could have the perfect opportunity for you at AMF Bakery Systems!
AMF Bakery Systems is seeking a Software Support Engineer who will support the business in developing a Lights Out Bakery. This individual will work with the digital team to build new applications, support those applications, and provide customer support. In addition, this person will support customers who are experiencing technical software issues with AMF's installed equipment. The ideal candidate for the role should have a strong customer-centric approach and be motivated to develop, build, and support new software solutions that will benefit customers. The Candidate must be able to work independently and have a passion to work collaboratively to develop and share knowledge throughout the company.
Job Duties Include

• Partnering with the Director of Corporate Engineering to create, develop, launch, and support new software solutions to enable the "Lights Out Bakery" initiative.
• Act as the first line to answer all software-related technical support calls within and outside of working hours. Provide end-user support via remote technologies, remote support app, and telephone support and manage the ticketing queue, ensuring all tickets are progressed and updated at regular intervals
• Support a culture of safety and maintain zero accident environment and ensure a safe and suitable work environment for self, teammates, and customers
• Work with Tech Doc teammates to develop training packages on software as necessary to sell to customers or provide training to teammates
• Travel to AMF and customer sites (on rare occasions) for training purposes
• Support training program development and implementation; Produce documentation and develop knowledge base articles as appropriate to support software knowledge growth for both internal teammates and customers.
• Support the SOS (Sustainable Oven Service) software solution by delivering regular oven recommendations based on customers' oven data. Additionally, work with the AMF Oven experts to enhance the SOS data model.
• Provide exceptional customer service including, but not limited to, proactive and responsive phone calls, troubleshooting, and researching requests
• Consistent and timely follow-up with customers and internal teammates

Requirements

• Displays exceptional customer service, problem-solving, attention to detail and workload prioritization, and organization
• Ability to pivot quickly and work well under pressure
• Skilled in problem-solving techniques
• 3 years of minimum experience in software development and internal or external customer technical support solving programming issues.
• PLC ladder logic and structured text; PLC and Hardware troubleshooting (Allen Bradley and/or Siemens PLC Knowledge)
• Electrotechnical expertise and troubleshooting skills (Required)

Qualifications

• Strong verbal and written communication skills
• Knowledge of industrial communications (EtherNet/IP, Profibus, ProfiNet, etc.)
• Software Engineering or Electrical Engineering degree is considered a plus
• Proficient in MS Software tools including Excel, PowerPoint, Word, Teams, Share Point
• Working knowledge of VMware is desired
• Basic computer operations such as internet and email protocols etc.