The following content displays a map of the job's location - Market Harborough.
We offer a flexible working environment, and you will receive a competitive salary plus access to our comprehensive benefits package, including annual holiday entitlement with the option to buy or sell more, a health cash plan, a contributory pension scheme, life assurance, and free use of the onsite gym including weekly classes!
Training and career development are also key parts of the culture at TGW; therefore, you'll have access to training resources internally and externally from day one.
Job Introduction
The primary purpose of the role is to supply TGW customers with a quality technical hotline service. Ensure all requests are logged within the ticket system, ownership is taken until closure, and a professional service is provided at all times.
Other secondary tasks will include but are not limited to:
* WCS module testing
* Training delivery to LTS Engineers
* PLC code testing and writing to support U&E business
WHAT YOU’LL BE HANDLING
* Be the go-to technical expert for any PLC related issues on a range of sites across Europe and the US.
* Provide 24hr * 7 day cover on a rotated shift pattern.
* Offer professional telephone support to customers both internal and external.
* Manage the hotline ticket system for IT, Facilities, and Controls.
* Work on ongoing issues to reduce the volume of calls.
* Provide effective communication to senior management and support colleagues.
* Monitor trends and action plans to prevent issue escalation.
* Escalate problems to the next support level where required and continue to manage the problem until resolved.
* Review and identify common issues raised from reports that need remedial action, either through PLC / WCS teams or additional site training.
* Undertake testing of WCS modules in support of the WCS team when required.
* Facilitate the remote monitoring of key accounts control systems.
* Attend sites during support office hours as required to support project works and training.
* Facilitate the monitoring of hardware for upgrades such as firmware and also highlight any obsolescence to the U&E team.
WHAT YOU’LL NEED
* Extensive control system experience/knowledge (PLC, IT, Drives, Networks).
* Materials handling/automation experience either as a controls engineer or an electrically biased maintenance engineer.
* Experience of IT systems support.
* Experience dealing directly with customers/end users.
* Excellent communication skills.
* Ability to work as part of a team.
* Flexible to travel throughout TGW NE as required.
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