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.
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
Other Tasks
* WCS module testing
* Training delivery to LTS Engineers
* PLC code testing and writing to support U&E business
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 communications skills
* Ability to work as part of a team
* Flexible to travel throughout TGW NE as required
* Electrical engineering qualification
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