Digital Solutions – Service and Support Engineer

The Service & Support Engineer is responsible for enabling and supporting internal KAS (Kemin Application Solutions) teams in connecting hardware devices to sciORIAN™, a cloud-based Service & Application Solution platform that enhances Kemin's existing products and services. This role focuses on providing technical assistance, troubleshooting, and guidance, configuring and onboarding devices in the platform. The engineer acts as a key resource for KAS teams, helping them resolve issues, and ensure that devices are properly configured and onboarded for seamless integration and operation.

In addition, the engineer will occasionally participate in testing and troubleshooting new platform releases and functionalities, helping to identify and resolve issues before production releases. This ensures that all users receive reliable and effective tools for their daily operations.

• Work in a cross-functional team to deliver the best customer experience for our users.
• Respond to inquiries and support requests in a timely and accurate manner, via phone, email or chat.
• Guide KAS teams in using platform features and hardware programming to connect devices.
• Configure and onboard devices in the sciORIAN™
• Conduct follow-up to ensure proper issue resolution.
• Provide day-to-day support to KAS teams and field engineers.
• Educate and train KAS teams on new features, functionalities, and best practices for device integration.
• Support continuous improvement by sharing feedback and suggestions from KAS teams with the development team.
• Assist in testing, troubleshooting, and reporting platform malfunctions for resolution.
• Develop tutorials, user guides, step-by-step walkthroughs, and FAQ content for KAS support.
• Communicate daily work, challenges, and solutions, share ideas and receive feedback constructively with team members.
• Play a pro-active role in beta testing and market introduction of sciORIAN™.

• High school diploma or equivalent with 3-5 years of experience in an IT-related position.
• Bachelor’s Degree in IT field with 1-3 years of relevant experience preferred.
• Experience in Tech Support, Service & Support, or similar IT-focused role preferred.

ESSENTIAL SKILLS & EXPERIENCES: 

• Excellent written and verbal communication skills in English; multilingual is a plus.
• Very strong interpersonal abilities, patience, punctuality, multitasking, and a proactive mindset.
• Independent and self-aware, with an outgoing personality, able to work autonomously and take initiative.
• Proactive in identifying issues and opportunities for improvement.
• Effective listening and ability to accurately document support interactions.
• Strong analytical and problem-solving skills.
• Experience with remote support tools, helpdesk software, data entry, and MS Office (Word, PowerPoint, Excel).
• Interest in IT, programming, or software, with a willingness to learn and apply new technologies.
• Very detail-oriented, well-organized, and able to work both independently and as part of a team.
• Highly motivated and committed to contributing to the success of sciORIAN™.

ADDITIONAL DESIRED/TYPICAL SKILLS AND EXPERIENCES:

• Strong time management skills, able to adjust priorities, and work effectively in a fast-paced, high-pressure environment.
• Possesses a sharp critical mindset and strong adaptability skills.
• Interest in IoT architecture - from connectivity to aggregation, analytics, and visualization layers.
• Affinity for industrial automation.

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