This 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 not limited to:
WCS module testing
Training delivery to LTS Engineers
PLC code testing and writing to support U&E business
WHAT YOULL 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 YOULL 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 communications skills
Ability to work as part of a team
Flexible to travel throughout TGW NE as required
Electrical engineering qualification
TPBN1_UKTJ