The Customer Support Controls Engineer you 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 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.
- To 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