Automated Machine Support Specialist

Job Description

Job Description

Purpose of the Role: Responsible for ensuring the successful support of software solutions related to Weland vertical lift modules (VLMs). , including CompactTalk, CompactStore, and SencorpWhite proprietary software. The ideal candidate will have hands-on experience in software t, customer training, troubleshooting, and integration with customer systems. PLC experience or controls knowledgeis highly valued.

Key Responsibilities:

• Aid both VLM customers under service agreement contracts and billable remote assistance as the first point of contact during normal business hours to remote in to systems to identify if issues can be remotely resolved or require a dispatch to an FSE for onsite resolution.
• Document work performed and troubleshooting steps to provide both internal and external feedback.
• Assist in post-deployment documentation to ensure smooth transition from Project Management to Customer Support.
• Knowledge of VLM commissioning and deploy software solutions (CompactTalk, CompactStore, and custom applications).
• Resolve complex or previously unknown problems requiring high level technical expertise and business acumen.
• Assist in the publication of service bulletins to raise awareness of discoveries found during technical support.
• Provide expert technical guidance to Field Service to resolve customer issues efficiently.
• Establish and maintain lines of communication with engineers on design, reliability and maintenance issues pertaining to our products.
• Manage multiple concurrent projects across various geographic locations, ensuring timely completion of installations and support services.
• Prioritize tasks and coordinate with both internal teams and customers to meet project deadlines and expectations.
• Help guide incident management ticketing system to arrive at root cause, and share findings with other stakeholders at the company.
• Assist in strategy for service agreements and share feedback on future developments that will help customers avoid downtime and while also maintaining profitability.
• May require travel to domestic sites to support Installation, especially during training.
• Assist with training new personnel.
• After hours rotation for on call support or escalation of software issues during the off hours is required (seldom occurs today but we have a few sites in Western time zones).

Skills and Abilities Required:

• Takes a calm and mature approach to dealing with difficult problems and people.
• Able to maintain a positive attitude throughout the installation process.
• Ability to multi-task and manage time well.
• Superior verbal and written communication skills
• Ability to establish technical credibility with customers, peers, and Engineers.
• Proven experience in software commissioning, system integration, or similar roles.
• Technical Skills Required:
  • Excellent troubleshooting skills, both remote and on-site.
  • Reading Blueprints, Analog signals, three phase Power conversion, temperature measurement, Pneumatics.
  • Troubleshooting PLC, Electrical, Mechanical, Solenoids, Mechanical Relays, Solid State Relays
  • Networking – TCP/IP, VPNs, Ethernet

Qualification requirements:

• BS in Computer Science or equivalent experience
• Travel 20% for on-site training, and support as required.
• Technical Skills Desired
  • PLC – Awareness of general PLC operation, experience is desired
  • HMI Panels – Awareness of operation, experience is desired
  • Computers – DOS, Windows 95/98/2000/XP/7/10 Visual Basic, Data Acquisition, VirtualBox and database architecture awareness
  • Remote Access – pcAnywhere, TeamViewer, VNC, GoToAssist

Core Competencies

• Safety – Observes and enforces safety procedures; reports potentially unsafe conditions.
• Quality- Strives to eliminate errors, accurate work is a priority, seeks opportunities to improve a process that is implemented.
• Productivity - Manages workload, works efficiently, meets goals and objectives.
• Employee Engagement – Passionate about job and company, committed to the company and puts discretionary effort into work.