Intermediate Automation Support Specialist

ATS Corporation; Remote; GBP 80,000 - 100,000; Full time

Job summary

A leading automation company in the United Kingdom is seeking an experienced Automation Support Specialist to provide remote technical support to customers. The candidate will troubleshoot control systems, document calls, and assist with customer onboarding. Ideal candidates will have a technical degree, 5 years in automation, and strong customer service skills. The role offers competitive compensation and a robust benefits package including vacation and health care.

Benefits

Employee Incentive Bonus

5% RRSP match

Stock purchase plan

3 weeks of vacation

Health Spending Account

Qualifications

• 5 years of experience in automation.
• Strong customer service and de-escalation abilities.
• English communication skills in a professional manner.

Responsibilities

• Remotely triage and troubleshoot controls systems.
• Document troubleshooting steps and resolutions.
• Support customer onboarding and technology onboarding.

Skills

Technical guidance

Troubleshooting

Customer service

Programming in Python

Use of ERP/CRM platforms

Education

Associates or Bachelor’s degree in a related field

Tools

Oracle

Salesforce

Microsoft Office 365

Job description

Overview

Our CCH in Cambridge ON is currently looking for a bright ambitious Automation Support Specialist who enjoys offering technical guidance to clients and collaborating with teams across ATS to solve complex problems. The Automation Support Specialist will provide white-glove remote support to ATS customers, including remote troubleshooting of the complete controls systems for custom automation equipment. A successful candidate will have experience diagnosing/troubleshooting PLCs, PCs, servo drives, robots, vision systems and other specialized controllers as required. The role requires detailed call documentation and reporting for the customer and internal teams. The specialist will be proficient in troubleshooting the above-mentioned systems and have experience supporting customers and their equipment remotely.

Responsibilities

• Remotely triage and troubleshoot controls system (PLC and/or PC based) issues specific to customer requirements.
• Document stated reason for the call, troubleshooting steps, PCOF and resolution or disposition for turnover to an SME.
• Review new technologies and assets onboarded by the CCH team when not actively taking a call.
• Assist in onboarding new customers and assets into the CCH.
• Leverage AI as an aid to perform tasks and support customers.
• Work with local service and assembly teams to expand knowledge and capabilities.
• Understand and adhere to pertinent best practices, SOPs and customer contracts.
• Work independently and as part of a team.
• Support developing knowledge base of operating and troubleshooting information for the CCH team.
• Review and make recommendations for additional tools/software/equipment necessary to better serve our customers and their equipment.
• Recommend to repair/replace only items that require repair/replacement.
• Primarily lead the troubleshooting process and liaise with customers and CCH team.
• Coordinate with the primary ATS division as required to assist in resolving technical issues.
• Complete detailed Call Report for the services provided.
• Ensure customer issues have been resolved through follow-up communication and call/case closure if required.
• Achieve high customer satisfaction through efficient call resolution.
• Work within Oracle and Salesforce platforms to gather customer background information, document current issues and enter opportunities for our front-end sales teams.
• Be available to be on call on a rotational basis as needed.
• Ensure that all business activities are performed with the highest ethical standards and in compliance with the ATS Code of Business Conduct.
• Adhere to all health, safety and environmental rules and procedures (OHSA/CCOHS, NFPA, etc.).
• Set an example of company culture with integrity and professional competence.
• Adhere to established ATS procedures as defined by Quality Procedures, Process Flows, Work Instructions, Safety Procedures, Policies and Employee Expectations.
• Provide remote assistance to diagnose controls issues at customer sites and use industry best practices utilizing the controls system (PLCs & HMIs).
• When required, connect remotely to the customer’s controls system.
• Communicate with ATS Controls and Vision SMEs to suggest improvements and/or upgrades.
• Experience with 6-Axis and SCARA robots is an asset; familiarity with Fanuc, ABB, Nachi, KUKA and/or Motoman is favorable.
• Experience with KUKA SafeOperation, Fanuc DCS, ABB SafeMove is a plus.
• Remotely assist customers with touching up motion and path to correct faults and customer concerns.
• Advise customers on using the teach pendant during troubleshooting and adjustments.
• Understand Cartesian coordinate systems as they relate to robot EOAT, frames/work objects, and the ability to teach such frames.
• Determine potential cycle time improvements related to PLC machine control.
• Assist customers in diagnosing and resolving servo motor and servo drive issues.
• Assess machine vision system operational status and verify function using statistical and other industry-standard verification techniques.
• Assist customers with mechanical and software adjustments to vision systems, camera lighting, positions and operational parameters.

Health, Safety & Environment

• All employees work safely and report health, safety or environmental concerns to their manager or supervisor promptly.
• Comply with divisional health, safety and environmental procedures.
• Refrain from removing or altering safety devices or guarding unless hazardous energies are controlled through lockout-tagout methods.
• Report any unsafe conditions or acts and any equipment defects.
• Ensure protective equipment is used for assigned tasks and attend required health, safety and environmental training.
• Report accidents/incidents and assist in investigations as needed.
• Avoid unsafe conduct and keep work environment safe.

Qualifications

• Associates or Bachelor’s degree in a related field (BSEE, BSEET, BS Industrial Automation, Computer Science, Mechatronics, etc.).
• 5 years of experience in automation.
• Proficient with Microsoft Word, Outlook & Excel (MS Office 365).
• Ability to do basic/intermediate programming in other languages (e.g., VBA, VBScript, C/C++, Python) is a plus.
• Working understanding of mechanical and electrical systems; proficient in reading schematics and machine drawings with reference to SPL and BOM.
• English communication skills (read, speak, write, understand) in a professional manner.
• Strong customer service and de-escalation abilities; excellent interpersonal and communication skills.
• Willingness and ability to travel up to 15% domestically and internationally; travel must be possible within 30 days of hire.
• Eligible to travel domestically and internationally and legally able to operate a vehicle.
• Experience with ERP/CRM platforms (e.g., Oracle, Salesforce) and related documentation practices.

Compensation & Benefits

• Compensation: $36.60 - $50.24 CAD
• Employee Incentive Bonus (EIB) 3-6% (based on individual and divisional performance)
• 5% RRSP match
• Stock purchase plan
• Starting 3 weeks of vacation
• Benefits package (health and dental) with $600 Health Spending Account
• Opportunity to contribute to advancing healthcare through automation

ATS is an equal opportunity employer. All employment is decided on the basis of qualifications, merit and business need.