Location: This is a remote position and employee can work for any state upon company approval
Tompkins Solutions is a global supply chain services firm dedicated to helping clients achieve supply chain excellence and profitable growth. For over 45 years, Tompkins has integrated its decades of experience in strategy, commerce, logistics, and technology to provide unique supply chain consulting and material handling integration solutions. By combining best-in-breed services and technologies, Tompkins delivers a true end-to-end supply chain solution, enabling clients to improve the customer experience and ensure long-term success.
Job Summary: This role combines responsibilities across software engineering, controls engineering, and field service support. The position supports the implementation, troubleshooting, and ongoing maintenance of automated material handling systems, including both software platforms and hardware/control systems.
The Customer Support Engineer serves as a key technical resource for customers, providing remote and occasional on-site support, resolving complex issues, and contributing to system improvements. This role requires strong cross-functional collaboration with software, controls, and mechanical teams, as well as direct interaction with customers.
Duties & Responsibilities:
- Provide remote and occasional on-site support for customer systems, including after-hours support as needed.
- Troubleshoot software, hardware, and control system issues across material handling environments.
- Access customer systems via VPN, phone, and remote tools to diagnose and resolve issues.
- Support automated equipment including conveyors, scanners, VFDs, PLCs, and related control systems.
Software & Systems Support:
- Develop, modify, and maintain software updates for customer systems.
- Support migration of legacy systems to newer platforms.
- Participate in debugging, testing, and deployment of software solutions.
- Work with databases (MS SQL/MySQL) and system integrations (web services, TCP/IP, etc.).
Controls & Hardware Support:
- Troubleshoot PLC-based systems (Siemens, Allen Bradley) and industrial networks.
- Support commissioning, testing, and integration of control systems.
- Assist with development and debugging of PLC/controls logic as needed.
- Interpret electrical schematics, control architectures, and system documentation.
Project & Customer Engagement:
- Participate in project design sessions and provide technical input.
- Act as a subject matter expert in customer meetings when needed.
- Collaborate with internal teams (software, controls, mechanical) and external partners.
- Maintain clear documentation of issues, solutions, and system changes.
Continuous Improvement:
- Identify recurring issues and recommend long-term solutions.
- Contribute to product and system improvement initiatives.
- Provide feedback to product management and engineering teams.
Qualifications:
- Bachelor’s degree in Computer Science, Engineering, or related field OR equivalent hands-on experience.
- 5+ years of experience in software support, controls engineering, or material handling systems.
Technical Skills:
- Programming knowledge (C#, C++, or similar).
- Experience with databases (MS SQL, MySQL).
- Familiarity with system integrations (TCP/IP, web services, APIs).
- PLC experience (Siemens, Allen Bradley) and industrial networks.
- Experience troubleshooting automated material handling systems.
- Understanding of electrical/control systems and field devices.
Additional Skills:
- Strong troubleshooting and problem-solving ability across software and hardware.
- Ability to work independently in a remote environment.
- Excellent communication skills with both technical and non-technical stakeholders.
- Experience with tools such as JIRA, AutoCAD, or similar is a plus.
- SteepleChase experience a plus
- PC Controls experience a plus
Work Environment & Expectations:
- Remote, work-from-home position.
- Flexible hours required, including occasional after-hours support.
- Travel occasionally for on-site support, training, commissioning, or customer needs.
- Fast-paced, customer-focused environment requiring adaptability and initiative Strong interpersonal skills to establish and maintain effective working relationships with others.
Personal Attributes:
- Self-motivated and capable of working independently.
- Strong team player with a collaborative mindset.
- Quick learner with interest in new technologies.
- Ability to perform under pressure and meet deadlines.
Closing Statement:
This role is ideal for a technically versatile individual who enjoys working across both software and hardware domains while directly supporting customers in a dynamic environment.
This job description is intended to describe the general nature and level of work being performed by the person assigned to this position. It is not intended to be an exhaustive list of all duties, responsibilities, and skills required. Management reserves the right to modify, add, or remove duties and to assign other duties as necessary. Continued employment remains on an at-will basis.
