Responsible for overseeing technical support operations during assigned shifts, ensuring incidents are handled efficiently, escalations are managed appropriately, and that handovers between shifts are thorough and effective. We offer: Manage incoming incidents for Dematic Software customers during shift hours Prioritise and assign workloads based on business impact Monitor shift activity, provide support and guidance to team members Resolve escalations and ensure clear communication with other teams Conduct daily team meetings and manage the shift handover process Track team performance against targets and ensure daily objectives are met Train and coach new team members Ensure operational workflows and documented procedures are followed Contribute to weekly performance reporting Tasks and Qualifications: Strong leadership skills with the ability to make sound decisions quickly Proven team management or shift lead experience Clear, confident communicator in English Calm under pressure with a methodical and flexible approach to problem-solving Familiarity with incident management tools and reporting systems Customer-facing experience in a technical support context Comfortable working shifts, including weekends and overnights KION brands keep the world moving – globally, regionally, and locally. KION is the Supply Chain Solutions Company. With over 42,000 employees in more than 100 countries, we enable smart, sustainable, and reliable supply chains worldwide - wherever goods are stored, moved, or delivered. KION offers its customers the full spectrum of solutions to make their supply chains future-ready. Our international brands, Linde Material Handling, STILL, and Baoli and our regional brands, Fenwick and OM, stand for outstanding technological innovation, intelligent automation and service excellence in forklift trucks and warehouse equipment. Dematic complements this expertise with state-of-the-art automation technology and AI-supported software solutions that optimize intralogistics across warehousing, production, and distribution. Whether locally or globally – we offer exciting career opportunities in an innovative environment shaped by our core values: Integrity, Collaboration, Courage, and Excellence. Together, we create the magic of supply chain solutions. Join our team – Push it forward.