Regional Product Support

Sidel; Johannesburg; On-site; ZAR 400,000 - 600,000; Full time

Job summary

Sidel is seeking an Automation Product Support Expert based in Johannesburg, South Africa. This role involves securing operational follow-up and technical support for automation equipment, along with providing support to Field Service Engineers and customers through various channels.

The ideal candidate will have at least 3 years of experience, a Bachelor Degree or equivalent, and specific knowledge regarding PLC platforms and beverage technology. Strong communication skills and problem-solving abilities are essential.

Qualifications

• Minimum of 3 years with technical assistance and/or field experience.
• Knowledge of beverage technology (aseptic and not).
• Ability to manage and satisfy customer requests.

Responsibilities

• Provide support for palletizer equipment via contact center ticketing.
• Manage Non-Conformity and warranty costs.
• Support FSE during new project installations.

Skills

Technical assistance and field experience

Electrical fundamentals

Knowledge of PLC platforms

HMI knowledge

Communication skills

Problem solving

Education

Bachelor Degree or equivalent

Tools

Siemens S7

B&R

Rockwell Automation

Job description

Automation Product Support Expert must secure the operational follow up & technical support of all equipments on the automation side, through the life of the machine. The expert will also ensure that the population of colleagues (FSE, PM, CCM, ASM) in direct contact with the customer is well supported through email, telephone, RAC, RVA and onsite. At the same time, the expert will ensure proper preparation and distribution of the appropriate documentation concerning the troubleshooting of automation issues on the equipments. The Automation Product Support Expert should also be able to provide basic mechanical support to our internal and external customers.

Your Mission

• Participate on the Contact Center Ticketing System and providesolution and support to our external customers as well as to our FieldService Engineer on palletizer equipment.
• Provide daily telephone & email support for automation butalso for basic mechanical issues to internal (FSE, PM, CCM, ASM) and externalcustomers on Sidel equipment.
• Secureand manage Non-Conformity and warranty cost on the SINCRO tool.
• SupportFSE during new project installation and service site execution on automationissues (as well as basic mechanical support).
• ApplyRoot Cause Analysis methodology on automation and mechanical issues onequipment, driving data collection and preventive/corrective action. Reportin a concise manner the issues seen on the field and requests for engineeringmodification to the Product Group.
• Provideany preliminary solution to internal and external customers.
• Secureretrofit application on the Equipment installed base concerning automationand mechanical solution.
• Contributeto support service activities on spare parts, training, maintenanceopportunities, Line Improvement.
• Travelonsite or coordinate intervention on site of experts in case of technicalissues that require a specific RCA, troubleshooting for equipment.
• Providedaily telephone & email support to internal and external customers,throughout the life of the machine
• Secureretrofit application on the installed base
• Secure performances of commercially released equipments andlines

Your Profile

• Minimum of 3 years with technical assistance and/or fieldexperience
• Electricalfundaments (safety equipment, sensors, motion, servo drivers, inverters)
• Acknowledge of beverage technology (aseptic and not):combi/stand alone technology & trade/line eqps.
• Knowledge of PLC platform (Siemens S7, Siemens TIA Portalis a plus, B&R, Rockwell Automation, Elau)
• Knowledgeof HMI (Zenon and/or Citect) and Motion platforms (Danfoss and Elau)
• Abilityto manage and satisfy customer requests
• Bachelor Degree or equivalent
• English & local languages spoken in the region are a plus
• Customer Orientation
• Problem Solving attitude
• Team Motivation
• Strongverbal and written communication skills