Help Desk Technician

Frontmatec; Kansas City (MO); On-site; USD 60,000 - 90,000; Full time

Job summary

Frontmatec, a Fortifi company, seeks a field service specialist to support customers and internal teams on automation equipment across North America. You will handle SOS calls, participate in 24/7 support, and ensure safety standards on site and in factories.

The role involves startup and upgrade support, electrical programming, QA collaboration, and contributing to product development with a field perspective. Occasional travel outside the country is required.

Qualifications

• Bachelor level engineering or technical degree required in electromechanics or automation.
• Experience with Allen-Bradley and/or Siemens PLCs is required.
• 3 years of technical experience, preferably as a service technician.
• 3 years of customer service experience is required.

Responsibilities

• Take SOS calls and work to solve the problems encountered.
• Participate in 24/7 customer support.
• Ensure health and safety standards on the job site and in the factory per OSHA/OHSA.
• During startups or upgrades, support installation or service teams.
• Develop and install upgrades for updating electrical programs and plans.
• Program components from the spare parts department (e.g., computers, interfaces).
• Provide support to the QA department at the programming and electrical level.
• Collaborate with various departments on product development and provide field perspective.
• Participate in testing and startups of factory equipment for FAT.
• Contribute to continuous improvement projects for the automation department.

Skills

Analysis and logical skills

Responsibility sense

Professionalism

Customer service oriented

Stress resistance

Initiative

Education

Professional or college degree in electromechanics or automation

Tools

RS Logic 5000

Factory Talk View

Job description

Frontmatec, a Fortifi company, is a world leader in automation solutions for the food processing industry, delivering complex, large-scale turnkey projects across North America. The incumbent will be responsible for supporting internal and external customers with Frontmatec equipment.

Responsibilities

• Take SOS calls and work to solve the problems encountered.
• Participate in 24/7 customer support.
• Ensure the application of Frontmatec's health and safety standards on the job site and in the factory, as well as the standards and laws in place (OSHA and OHSA).
• During startups or upgrade of installations, support the installation or service team.
• Work on development and installation of upgrades for the updating of electrical programs and plans.
• Perform the required programming for components from the spare parts department (ex: computers, interfaces, etc.)
• Provide support to the QA department at the programming and electrical level.
• Take part in the development of products in collaboration with various departments. Provide a "field" vision to the team.
• Take part in testing and startups of factory equipment for FAT.
• Take part in several continuous improvement projects for the automation department.

Required knowledge and skills

• RS Logic 5000
• Factory talk view
• Analysis and logical skills
• Responsibility sense
• Professionalism
• Customer service oriented
• Stress resistance
• Initiative

Education and experience

• Professional or college degree in electromechanics or automation
• Programming experience with Allen-Bradley and / or Siemens PLCs
• 3 years of technical experience (experience as a service technician would be an asset)
• 3 years of customer service experience

Working condition

• Be available to occasionally travel outside the country