The Customer Support Controls Engineer will provide TGW customers with a quality technical hotline service. You will 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 24/7 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
* Maintain support desk documentation
* 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 programming and modifying code with Siemens TIA and Step 7
* Experience of IT systems support
* Experience dealing directly with customers/end users
* Ability to work as part of a team
* Flexible to travel throughout TGW NE as required
* Electrical engineering qualification
#J-18808-Ljbffr