Automation Support Specialist

ManpowerGroup Malaysia; Malaysia; Remote; MYR 60,000 - 90,000; Full time

Job summary

A leading company in automation solutions is seeking an Automation Support Specialist to provide white-glove remote support to clients. This role involves troubleshooting tailored automation systems including PLCs and robotics, requiring a deep understanding of technical systems and exceptional customer service skills. Candidates should possess a relevant degree and extensive experience in automation along with adept communication skills to ensure successful resolutions and high customer satisfaction.

Qualifications

• 7-10 years experience in automation, preferably with manufacturing or assembly systems.
• Proficient with Microsoft Word, Outlook, & Excel.
• Ability to read, speak, write, and understand English in a professional manner.

Responsibilities

• Remotely triage and troubleshoot controls system issues.
• Document troubleshooting steps and communicate solutions to customers.
• Complete Call Reports to ensure high customer satisfaction.

Skills

Customer service

Troubleshooting

Communication

Education

Associates or Bachelor of Science in related field

Tools

Oracle

Salesforce

Rockwell Studio 5000

Siemens TIAPortal

Job description

The Automation Support Specialist will provide white-glove remote support to many ATS customers. This includes remote troubleshooting of the complete controls systems for custom automation equipment.Additionally, this role will require detailed call documentation and reporting for other divisions and the customer. A successful candidate will have experience diagnosing/troubleshooting PLC, PC’s, servo drives, robots, vision systems and other more specialized controllers as required. The Automation Support Specialist will be proficient in troubleshooting the above-mentioned systems and experienced with supporting customers and their equipment remotely.

RESPONSIBILITIES:

• Remotely triage and troubleshoot controls system (PLC and/or PC based) issues specific to customer requirements utilizing the escalation team and SME(s) for support
• Document stated reason for the call, troubleshooting steps, PCOF, and resolution or disposition for turnover to an SME.
• Understand and adhere to pertinent best practices, SOPs, and customer contracts.
• Required to work independently and as part of a team.
• Support developing knowledge base of operating and troubleshooting information for the Remote Operations team.
• Review/suggest additional tools/software/equipment necessary to better serve our customers and their equipment.
• Assist customers in using their customer portal for spares and non-emergency questions.
• Make recommendations to repair/replace only items that require repair/replacement.
• Primarily lead the troubleshooting process and liaise with customers and ATS Remote Ops Manager.
• Coordinate with the owning 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 OHSA/CCOHS, NFPA, and other applicable health and safety rules and procedures.
• You will be expected to set an example of company culture with integrity and professional competence.
• Adhere to all established procedures as defined by ATS Quality Procedures, Process Flows, Work Instructions, Safety Procedures, Policies, and the Employee Expectations.
• Ensure that all business activities are performed with the highest ethical standards and in compliance with the ATS Code of Business Conduct.

TECHNICAL RESPONSIBILITIES:

• Provide remote assistance to diagnose controls issues at customer sites and use industry best practices utilizing the controls system as a troubleshooting tool. (Rockwell Studio 5000, Siemens TIAPortal, PanelView+, FT View, etc)
• In some cases, may connect remotely to the customer’s controls system.
• Communicate with ATS controls SME’s to make suggestions for improvements and/or upgrades
• Experience with 6 Axis and SCARA for Pick and Place, Sealing/Dispensing, etc
• Familiar with one or more of the following robots is extremely favorable - Fanuc, ABB, Nachi, KUKA, and/or Motoman.
• Experience with KUKA SafeOperation, Fanuc DCS, ABB SafeMove
• Remotely assist customers with touching up motion and path to correct faults and customer complaints.
• Ability to determine potential cycle time improvements related to robot motion and interface with PLC.
• Expert with directing customers on using the teach pendant while troubleshooting and adjusting.
• Complete understanding of Cartesian coordinate system as it relates to a robot's EOAT & Frames/Work Objects, and the ability to teach such frames.
• Determine machine vision system operational status and qualify the function of the system using statistical and other industry standard verification and validation techniques.
• Assists customers with making mechanical and software adjustments to visions system camera, lighting, positions, and operational parameters.
• Work remotely with a divisional Vision SME as needed to troubleshoot and resolve customer issues.

QUALIFICATIONS:

• Associates or Bachelor of Science in related field (BSEE, BSEET, BS Industrial Automation, Computer Science, Mathematics, Mechatronics, etc.)
• 7- 10 years experience in automation, preferably with manufacturing or assembly systems.
• Proficient with Microsoft Word, Outlook, & Excel.
• Ability to do basic/intermediate programming in other programming languages is a plus (i.e. Visual Basic, C or C++ language).
• DCS certification is a plus, but not required.
• Working understanding of mechanical systems
• Must be proficient in reading mechanical and electrical schematics and other machine drawings while referencing the SPL or BOM.
• Ability to read, speak, write, and understand English in a professional manner.
• Strong customer service presence with the ability to steer the conversation and de-escalate as required.
• Excellent interpersonal and communication skills; Experience working with customers to resolve operational and quality issues.
• Willingness and ability to travel up to 15%
• Must be eligible and able to travel domestically and internationally within 30 days from hire date and legally eligible to operate a vehicle, as this is an essential job function.

HEALTH, SAFETY AND ENVIRONMENT:

• Work in compliance with divisional health, safety, and environmental procedures.
• Refrain from removing or altering safety devices or guarding unless hazardous energies are controlled through lockout-tag out methods.
• Report any unsafe conditions or unsafe acts.
• Report defects in any equipment or protective device.
• Ensure that the required protective equipment is used for the assigned tasks.
• Attend all required health, safety, and environmental training.
• Report any accidents/incidents to supervisor.
• Assist in investigating accidents/incidents.
• Refrain from engaging in any prank, contest, feat of strength, unnecessary running, or rough and boisterous conduct.