KNAPP North America

Systems Engineer

• Provides control-system focused support to keep the Customer’s automated warehouse stable and running
• Monitors and troubleshoots Storage, Conveyor and Sorter PLC-controlled equipment
• Triages incidents and restores service where possible through structured troubleshooting and approved actions
• Coordinates resolution by guiding on-site resources and escalating to the Service Desk, controls development, and other subject matter experts when required
• Communicates system status and incident updates to stakeholders and customer; provides clear shift handovers, including risk, current mitigations, and next actions
• Maintains accurate tickets and technical documentation (actions taken, backups, versions, and test results)

Control Systems Engineer – PLC

• The Control Systems Engineer - PLC provides control-system focused support to keep the Customer’s automated warehouse stable and running.
• The role monitors and troubleshoots Storage, Conveyor and Sorter PLC-controlled equipment, triages incidents, restores service where possible through structured troubleshooting and approved actions, and coordinates resolution by guiding on-site resources and escalating to the Service Desk, controls development, and other subject matter experts when required.
• Monitor and support Storage, Conveyor and Sorter PLC-controlled automation to maintain stable warehouse operations and minimize downtime.
• Respond to and triage control-system incidents; diagnose faults across PLC logic, HMIs, sensors/actuators, drives/VFDs, and industrial networks (e.g., PROFINET) within defined scope.
• Restore service by resolving the root cause or applying an approved workaround; initiate and follow Change Request / Problem Management processes for recurring issues or permanent fixes.
• Coordinate with on-site maintenance/controls resources and remote support teams; escalate internally when resolution cannot be achieved within operational scope or SLA timelines.
• Communicate system status and incident updates to stakeholders and customer; provide clear shift handovers, including risk, current mitigations, and next actions.
• Maintain accurate tickets and technical documentation (actions taken, backups, versions, and test results) and contribute to trend analysis and continuous improvement measures.

Mechanical Engineer

• The Controls Design Engineer I supports the review, validation, and documentation of control system designs to ensure compliance with KNAPP standards and readiness for commissioning.
• Working with Controls Commissioning and cross-functional teams, this role helps identify design risks, maintain documentation, and provide technical support during in-house testing, without ownership of on-site commissioning.
• Perform pre-defined system design reviews to verify compliance with KNAPP Control Standards.
• Verify the completeness, accuracy and proper placement of control system actuators and sensors within engineering layouts.
• Review and confirm station definitions against standard configurations and approved deviations.
• Coordinate with cross-functional engineering and processing teams to ensure design completeness, accuracy, and timely resolution of open items while proactively resolving identified design gaps and inconsistencies.
• Provide controls-related design clarification to processing and engineering teams as needed to support commissioning readiness.
• Review and validate transport goods specifications for accuracy and alignment with KNAPP control system standards.
• Create and maintain Control Design Documentation for each project that defines expected control system behavior and identifies approved non-standard developments.
• Collect, validate, and maintain controls-related planning and engineering documents throughout the project lifecycle.
• Validate planning data to ensure compatibility with KNAPP commissioning tools, including the EDM Generator.
• Support Controls Commissioning teams beginning with controls preparation kick-off through successful completion of in-house testing.
• Support knowledge transfer and basic user guidance related to EDM Generator usage in collaboration with senior controls and commissioning resources.
• Analyze feedback from Controls Commissioning Engineers to identify recurring design issues and improvement opportunities.
• Provide process- and quality-related feedback to interface and contributing departments to improve cross-functional coordination and outcomes.
• Document and maintain controls-related processes, templates, and standards used within Controls Commissioning support activities.
• Deliver regular status updates, findings, and improvement recommendations to Supporting Services and Controls Commissioning leadership.

Controls Design Engineer

Operations

• The Logistics Operations Engineer (LOE) provides software-focused operational support to keep the Customer’s automated warehouse stable and running.
• The LOE monitors and troubleshoots KiSoft production environments, triages software incidents, restores service where possible through operational actions, and coordinates resolution by guiding on-site resources (e.g., RMTs) and escalating to the Service Desk when additional support is required.
• Monitor and support the KiSoft ONE & KiSoft SRC software products to maintain stable warehouse operations.
• Respond to and triage software incidents; take appropriate operational actions within scope to restore service.
• Coordinate with on-site resources and support teams, escalate as needed to resolve issues and minimize downtime.
• Communicate system status and incident updates to relevant stakeholders and provide effective shift handover information.
• Maintain accurate support documentation and tickets, including Problem Management tickets for recurring issues.
• Prepare and provide internal reports as required.

Logistics Operations Engineer

Consultant

• Responsible for clear customer communication / clarification of details
• Creates interface document
• Creates specification sheet
• Creates internal documents for project-executing departments
• Creates test plans (factory tests, internal and customer-specific acceptance tests)
• Responsible for factory acceptance testing and internal testing
• Creates development requests
• Coordinates and participates in planning meetings (with mechanical engineer, hardware engineer, electrics engineer)
• Supports project-implementing departments (Planning, Development, Commissioning, etc.)
• Responsible for continuous updating of customer specific SW-documents during order execution; Integration of change requests
• Verifies the layout for feasibility of the software processes
• Supports Project Management project initiatives and timelines
• Communicates deviations from the original scope of supply to project stakeholders
• Coordinates customer projects with software suppliers
• Obtaining information from Project Management, Product Management, Project Planning, Software Development, Sales, Affiliates and all KNAPP employees involved in the order execution
• Independent agreement of the information technology solution with the customer (host protocol and requirement specification document) in coordination with project management and project planning
• Acceptance and assessment of factory test and internal acceptance tests
• Creating development requests
• Offering support and guidance to new employees during the early employment period (Mentoring)
• Willingness and ability to improve skills and to learn new things to remain current and innovative in skill set
• Other Duties and Responsibilities: Reliability and ability to work under pressure
• Able to complete tasks in high quality and in time, also in stressful situations
• Ensure performance targets are consistently met and commitments are kept
• Ability to focus on goals when blockers arise
• Positive and confident attitude towards the company and the role responsibilities within the team
• Ability to take criticism and use it in a constructive way
• Ability to manage conflicts and work with stakeholders to resolve challenges collaterally
• Ability to recognize, troubleshoot and in the end resolve system failures and problems

Logistics Software Consultant, I

Manager

• Function as the direct contact for IT-related issues overseeing IT infrastructure as provided by KNAPP and IT services
• Provide monthly reports to the customers summarizing all incidents, changes, trends, etc. from the previous month
• Conduct monthly conference calls with the Customer and IT Service Engineer, Service Performance, and IT departments to address questions and concerns
• 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

Service Delivery Manager

• Oversee daily warehouse operations to ensure efficient workflow and execution.
• Ensure timely and accurate inbound and picking activities coordination with the Warehouse Team Lead.
• Develop and execute effective distribution strategies aligned with business priorities.
• Manage carrier relationships and monitor freight costs to ensure cost-effective solutions.
• Ensure adherence to customer shipments promise dates.
• Lead escalation management efforts to resolve issues impacting warehouse performance.
• Drive cross-functional logistic alignment and execution.
• Safeguard inventory accuracy and ERP/EWM system integrity.
• Own outbound freight strategy (parcel, LTL, FTL, air freight, courier, international export).
• Negotiate and manage carrier relationships, rate structures, and service agreements.
• Monitor freight spending and implement cost optimization initiatives.
• Ensure export compliance, customs documentation accuracy, and international shipment adherence.
• Ensure on-time shipment performance aligned with customers’ promise dates.
• Serve as an escalation point for late shipments, carrier failures, or service risks.
• Partner with Customer Service and Sales to resolve shipping disputes and claims.
• Identify and implement workflow improvements across shipping, staging, and dispatch.
• Provide a weekly operational distribution summary to the Director Spare Parts.
• Provide monthly cost and performance analysis with a corrective action plan.

Shipping and Distribution Manager

Project Manager

• Manage multiple projects of low complexity and up to one project of moderate complexity concurrently with direct supervision.
• Management of 2-4 projects up to $20 million in value or a single project up $5 million
• Ensure all required communication between project stakeholders, KNAPP resources, suppliers, etc., occurs in a time frame and to the level of detail necessary for a successful completion of project
• Steer all project-related activities and ensure they occur in a timely manner
• Produce, distribute, and file documentation as required to ensure contractual requirements are met and all possible risk to KNAPP is mitigated.
• Know and understand when and to whom issues need to be escalated to eliminate negative impact on a project
• Create, maintain, and track project schedules, using critical path methodology
• Maintain project budget forecast, in coordination with Project Controlling

Program Manager

• Coordinate execution of program services and projects; track milestones, deliverables, and commitments.
• Support end-to-end service coordination across suppliers, Service Desk, SW Service Delivery, Resident Service teams, and Spare Parts.
• Establish and maintain operating cadence (status reviews, milestone readiness, action tracking) and ensure timely follow-through.
• Support internal and external stakeholder management through clear communications, meeting preparation, and documented outcomes.
• Support project/service lifecycle activities (start, planning, implementation, controlling, escalation support, closure).
• Enable effective handoffs and know-how transfer across service lifecycles; support lessons learned capture.
• Align goals with team members and stakeholders; monitor progress, dependencies, and constraints.
• Create, maintain, and validate program documentation (schedules, release layouts, specifications, reports, minutes, action logs).
• Coordinate required approvals (customer, supplier, internal) and retain audit-ready documentation.
• Maintain program records in the IT landscape (appointments, master data, documents) with version control.
• Maintain RAID discipline: identify, document, and track risks, issues/claims, and CRs, including cost/impact visibility.
• Provide regular status reporting (cyclical and ad hoc) to internal and external stakeholders; escalate deviations early with options.
• Support solution development by consolidating inputs, analyzing options, and preparing decision material aligned to cost/date/quality.
• Support service delivery evidence and prerequisites for payment flows; follow up to close gaps.
• Support customer communications related to contractual services as assigned; ensure documentation reflects delivered scope.
• Support compliance with quality guidelines (e.g., handover portal, error cost discipline) and reinforce consistent execution.
• Support compliance with KNAPP processes within the team, especially processing and quality management processes.
• Contribute operational support for key milestones (handover, implementation, QBR preparation) and steering group preparation as assigned.
• Promote effective use of tools and standards to improve efficiency, transparency, and execution reliability.

Program Manager – Customer Service

• A Service Level Manager is responsible for Customer Service contract management in their defined area.
• That can include negotiating a new contract with a customer, with the support of Corporate Counsel, Customer Service Management and Department leadership.
• Further, the Service Level Manager is able to use the SAP contract tool to set up or administrate contracts in the system.
• Focus is contract related long term care for new and existing customers with consideration of processes and existing and defined work orders.
• Negotiate and draft service contracts based on company’s standard templates and in partnership with Corporate Counsel and company leadership.
• Perform Independent and committed contract related support of new and existing customers, which includes answering customer and internal questions related to contracts, amendments, billing plans, monitoring project deadlines and service provision dates.
• Acts as the main point of contact for questions regarding contract structures and contractual services for customers, internal departments, and other KNAPP subsidiaries.
• Optimize and adapt existing service contracts, in document form and SAP, based on customer requirements.
• Add offers and contracts to ERP system.
• Support Management team in new business initiatives when required.
• Perform all other tasks and duties assigned.

Service Level Manager

Engineering Manager

• Maximize equipment utilization and efficiency
• Provide leadership/oversight in industrial maintenance
• Assist in the development and implementation of maintenance processes
• Manage operations and maintenance of automated storage and retrieval systems
• Respond to emergency calls
• Track and record all problems and provide resolutions
• Train customer’s maintenance and operations teams as required
• Produce and deliver well-written reports
• Ensure quality procedures and safety procedures are followed
• Maintain relationships with customer and operational agents

Shift Engineering Manager

SDET

• Develop and maintain automated test frameworks for functional, integration, and regression testing.
• Implement automated test suites aligned with project requirements and product lifecycle needs.
• Integrate automated tests into CI/CD pipelines to support continuous validation and fast feedback loops.
• Contribute to improving automation KPIs, including pipeline stability and early defect detection.
• Document automation approaches, maintain test artifacts, and support internal knowledge sharing.
• Support a collaborative environment by sharing knowledge, reusable assets, and best practices focused on test automation.
• Participate in continuous improvement activities, including peer reviews and collaborative problem‑solving.
• Contribute to the design and enhancement of automation frameworks to ensure scalability, reliability, and long‑term sustainability.

Test Automation Engineer I

• Be the customer-facing voice for Knapp Inc.
• Responsible for all communication between our Customer and your team and the Director RBS Operations
• Attend all production meetings and manage the communication in such a way that our Customers would feel engaged with you and your site team
• Responsible for developing a budget with the Director RBS Operations and then managing that budget with our Customer
• Treat our Customer with respect and act in a professional manner
• Responsible for the development, implementation, and day-to-day supervision of the maintenance programs, processes, people, and documentation associated with efficient and high performing automated storage and retrieval systems
• Provide strategic leadership and guidance to Resident Site Engineering Manager and team
• Carry out leadership responsibilities in accordance with the organization's policies and applicable laws
• Perform site supervision and leadership
• Oversee candidates in the process of interviewing, hiring, and training of potential site team
• Plan, assign, and direct work
• Responsible to appraise performance of first level management team
• Address complaints and assist in providing appropriate resolutions

Manager, Site Operations

• Be the customer-facing voice for Knapp Inc.
• Responsible for all communication between our Customer and your team and the Director RBS Operations.
• Attend all production meetings and manage the communication to engage Customers.
• Develop and manage a budget with the Director RBS Operations.
• Ensure that your team treats Customers with respect and professionalism.
• Responsible for the development and supervision of maintenance programs for systems installed at Customer locations.
• Identify appropriate times to escalate issues in compliance with escalation procedures.
• Provide strategic leadership to Resident Site Engineering Manager and team.
• Plan, assign, and direct work, appraise performance, and address complaints.
• Manage site budgets and oversee tasks to ensure delivery of defined Service Level Agreements (SLA).