Empowering Frontline Experts: Driving Local Impact With Global Expertise
Warehouses rely on systems like vertical lift modules, racking systems, and automated storage and retrieval systems (ASRS).
Take the vertical lift module – SSI LOGIMAT® – as an example. It can be described as an oversized drawer, shoe cabinet, or vending machine. Small goods can be retrieved by the operator just by requesting the tray – a hallmark of the goods-to-person principle.
Fully automated warehouses involve complex system integrations. Each site presents a unique set of challenges, even with the same solution.
“Precision matters — a small tweak to the configuration can impact the entire system. It’s more complex than it looks,” explains Basim Mohammed, Resident Maintenance Shift Supervisor for Saudi Arabia, SSI SCHAEFER.
Basim is one of many experts working on the ground to keep warehouses running optimally and safely around the clock.
At SSI SCHAEFER, the Customer Service & Support business unit portfolio is structured into three functions: Preventive Services, Reactive Services, and Life Cycle Management.
Often described as the unsung heroes, the team is as diverse as it is, spanning across backgrounds, abilities, ages, genders, and cultures — united by a shared commitment to delivering positive outcomes for customers.
This diversity fuels equity and inclusion, fostering a culture where every individual’s strengths are valued.
Prevent and Protect What Matters Most
“Preventive maintenance is worth every penny as it supports the solution’s long-term performance.”
Sukhaimi Sujangi, Maintenance Coordinator, Malaysia
Across the region, SSI SCHAEFER Customer Service & Support experts work side by side with customers to keep warehouse operations safe and reliable. Their dedication and expertise ensure that every system delivers lasting value, wherever our customers are located.
In Malaysia, Sukhaimi Sujangi, Maintenance Coordinator, ensures racking systems remain safe and efficient. Although engineered to endure heavy loads, wear and tear is inevitable with frequent use.
Before conducting on-site inspections, Sukhaimi reviews each customer’s system and safety standards. He records the inspection data in the SSI SCHAEFER Computerized Maintenance Management System (CMMS), which then generates detailed inspection reports and recommends the necessary repairs.
Sukhaimi says, “We always emphasize routine checks and advise our customers not to wait until the racks are severely damaged. Preventive maintenance is worth every penny as it safeguards the long-term performance of warehouse systems.”
In Singapore, Service Engineer Dharmaraj Samikkannu, Service Engineer demonstrates the same commitment to customer success. The editorial team observed him conducting a refresher training session on the SSI LOGIMAT vertical lift module for a customer’s team. This installation was the first in Singapore to feature the LOGITILT and LOGIDUAL add-ons. It continues to receive ongoing support as part of SSI SCHAEFER’s lifecycle service. “I’m proud to showcase what our solutions can do for customers,” he says.
Once installed, systems are managed by Customer Service & Support experts throughout their life cycle. They also train warehouse operators to help minimize breakdowns and reduce workplace accidents. Every expert undergoes continuous training and has access to advanced tools to ensure the long-term success of our customers’ warehouse operations.
On the Ground With the Customer
“Being on-site means we understand the customer’s operations inside out. It’s more than just reacting. We act as advisors, anticipate issues, and keep systems running smoothly.”
Basim Mohammed, Resident Maintenance Shift Supervisor, Saudi Arabia
Resident Maintenance (RM), a core aspect of Life Cycle Management, reflects the SSI SCHAEFER Maintenance Philosophy of delivering “more than just a service”.
Based full-time at a customer’s fully automated pharmaceutical distribution center in Saudi Arabia, Basim tailors service offerings to keep systems performing optimally.
Complex challenges demand teamwork and knowledge sharing. SSI SCHAEFER’s Customer Service & Support experts from across the Asia-Pacific and Middle East & Africa region may be seconded to support their peers at different sites.
Basim recalls having colleagues from Australia and Malaysia being seconded to his site to support the team. He shares, “Although my regional colleague worked with a shuttle system solution that looked identical to the one at my site, the underlying software, configuration, and how it interacts with the programmable logic controller (PLC) operated in a completely different way. By comparing approaches, we gained valuable insights into how similar systems can operate in unique ways.”
This exchange of expertise not only strengthened Basim’s team’s knowledge but also reinforced the importance of adapting solutions to each customer’s needs. Such cross-team collaboration ensures the right expertise is applied to resolve issues quickly.
“Being on-site means we understand the customer’s operations inside out. It’s more than just reacting. We act as advisors, anticipate issues, and keep systems running smoothly,” says Basim.
Ready When It Matters Most
“Being on the frontline means we’re always available for our customers. It’s our priority.”
Dharmaraj Samikkannu, Service Engineer, Singapore
Even with careful planning, unexpected disruptions can occur.
That’s why SSI SCHAEFER’s customers have 24/7 access to a technical support hotline. Our Customer Service & Support experts provide remote assistance through phone and video calls, as well as on-site support when needed.
“Being on the frontline means we’re always available for our customers. It’s our priority,” says Dharmaraj. “Even if that means long nights, I still find the work fulfilling.”
He recalls a situation when a customer urgently required replacement parts to keep operations running. The Singapore Customer Service & Support team coordinated with SSI SCHAEFER’s plant in Hranice, Czech Republic to courier the parts within just two to three days, minimizing downtime.
“Every minute of downtime translates into costs. That why we plan quickly, coordinate with all stakeholders across, and execute without delay so customers can resume operations quickly,” explains Dharmaraj.
A Culture That Empowers Growth
“It’s the vibe [at SSI SCHAEFER] that resonates with me. A team I can rely on when it matters most.”
Basim Mohammed, Resident Maintenance Shift Supervisor, Saudi Arabia
Culture at SSI SCHAEFER can be best described as open, supportive, and collaborative.
It’s not only about driving customer success in intralogistics but also prioritizing our employees’ wellbeing. Every employee has access to a strong support network and enjoys flexible work arrangements.
“It’s the vibe [at SSI SCHAEFER] that resonates with me. A team I can rely on when it matters most,” says Basim. “What I enjoy about working here is gaining fresh perspectives on problem-solving and learning from colleagues of different cultural backgrounds.”
Echoing this, Dharmaraj adds, “Everyone is approachable. It is the collaboration and communication across functions and countries that drives our successes as a team.”
“I’m grateful for the opportunities that I’ve been given. The career mobility has enabled me to build a career that reflects my aspirations.”
Sukhaimi Sujangi, Maintenance Coordinator, Malaysia
Equal opportunities and shared success define who we are at SSI SCHAEFER. Every employee is given the tools to excel.
Basim rose from a Residence Maintenance Engineer to Resident Maintenance Shift Supervisor in three years. He says, “Here, I know I can reach my fullest professional potential. Do your best and everything will fall into place.”
Starting out as a draftsman in 2007, Sukhaimi transitioned to his current role when the Customer Service & Support team was formed in the Kuala Lumpur office. He shares, “I’m grateful for the opportunities that I’ve been given. The career mobility has enabled me to build a career that reflects my aspirations.”
Build Your Career with SSI SCHAEFER
At SSI SCHAEFER, we’re shaping the future of intralogistics by fostering diversity, equity, and inclusion. We strive to create an environment where everyone feels valued and empowered.
Because every market is different, we hire and develop local talent who understand our customers best, ensuring we deliver solutions tailored to their needs.
We want to know your vibe. Look at our careers page for opportunities with us.
So, What’s Your Vibe?
