Job Description

Job Requirements

Primary responsibility will be to address and resolve complex issues related to Programmable Logic Controllers, field bus networks, drives, and other controls layer items used in our systems at customer sites. Work closely with customers and internal teams to ensure prompt and effective resolution of these issues Provides remote technical support and troubleshooting experience to our customers worldwide as part of our Global Service Desk offering Provide expert-level technical support to customers experiencing PLC-related issues Utilize in-depth knowledge of PLC systems, programming languages, and associated software tools to diagnose and resolve complex problems Analyze and troubleshooting PLC-related problems reported by customers, field service engineers, or internal teams Utilize remote access tools, diagnostic software, and other resources to investigate issues and implement effective solutions Escalate unresolved problems to appropriate teams while ensuring regular communication and updates to stakeholders Build and maintain strong relationships with customers, ensuring exceptional customer satisfaction Serve as the primary point of contact for technical support inquiries, providing clear and concise communication throughout the troubleshooting and resolution process. Offer guidance, recommendations, and best practices to optimize PLC performance and minimize downtime Create and maintain detailed documentation, including troubleshooting guides, standard operating procedures, and knowledge base articles Regularly update and improve documentation based on customer feedback, emerging trends, and lessons learned Contribute to the knowledge base to enable efficient and effective support delivering across the Global Service Desk department Collaborate closely with cross-functional teams, including engineering, software development, and field service to address complex PLC-related issues Share insights, provide feedback, and actively participate in collaborative problem-solving to enhance product reliability, performance, and customer satisfaction Develop and deliver training programs to internal teams to enhance their understanding of PLC systems and troubleshooting methodologies Share technical expertise, best practices, and emerging trends to foster continuous learning and improvement across the organization Stay up to date on the latest advancements in PLC technology, industry standards, and automation trends Proactively identify opportunities to improve product reliability, performance, and customer experience Collaborate with engineering teams to provide valuable insights for future product enhancements and development

Work Experience

BE / MS degree in Electrical Engineering or Computer Science /or equivalent experience in the field of electrical/controls engineering Siemens, Allen Bradley,

Beckhoff programming certifications

Extensive experience working with and

troubleshooting Beckhoff IPC's and EtherCAT fieldbus networks

10+ years industrial experience with sound knowledge of automated systems Extensive experience with PLC programming languages such as ladder, FBD, STL, and SCL Extensive experience working with Siemens PLC's with both Step7 Classic and TIA Portal Extensive experience working with Allen-Bradley PLC's and Studio5000 Experience with networking and Industrial Ethernet and modern field buses (PROFIBUS, ASi, DeviceNET, etc), Knowledge of and experience with: IEC-61131-3, JAVA, C++ or C# and Scripting languages EPLAN or AutoCAD-E familiarity or experience * Experience with industrial Wireless networks, protocols, and devices