Remote Technical Support Specialist - Industrial Controls

Placements24; South Africa; Remote; ZAR 420,000 - 660,000; Full time

Job summary

Placements24 is seeking a highly skilled Remote Technical Support Specialist to join their global automation team. This fully remote role handles expert-level support for industrial control systems, providing remote diagnostics and guidance to customers worldwide, including in Polokwane, Limpopo.

You will be the first point of contact for complex inquiries and contribute to knowledge bases and training. Applicants should have proven experience in technical support for industrial automation,

Qualifications

• Proven experience in technical support for industrial automation.
• In-depth knowledge of PLCs, HMIs and SCADA systems.
• Familiarity with Ethernet/IP, Profibus, Modbus.
• Strong remote troubleshooting and communication skills.
• Degree or diploma in Electrical Engineering or Mechatronics.

Responsibilities

• Provide remote technical support for industrial control systems and automation hardware.
• Troubleshoot complex issues via phone, email and remote access tools.
• Diagnose hardware and software problems and offer solutions.
• Interpret schematics and logs to identify root causes.
• Escalate unresolved issues with detailed descriptions.
• Develop and maintain knowledge base articles and guides.
• Collaborate with sales and engineering for customer satisfaction.
• Manage service tickets and document interactions.
• Stay current with product updates and best practices.
• Potentially conduct remote training sessions for customers.

Skills

Industrial automation

Remote support

PLCs/HMIs/SCADA

Remote diagnostics

Analytical skills

Communication

CRM tickets

Electrical degree

Education

Technical degree or diploma in Electrical Engineering/Mechatronics

Tools

Remote diagnostic tools

CRM systems

Job description

About the Role

Our client, a global leader in automation and control solutions, is seeking a highly skilled Remote Technical Support Specialist to join their expanding team, operating entirely remotely. This is a critical role focused on providing expert-level assistance for industrial control systems and automation hardware. You will be the first point of contact for complex technical inquiries from customers and field engineers, offering remote diagnostics, troubleshooting, and guidance to resolve issues efficiently. This position demands a deep understanding of industrial automation, strong analytical skills, and exceptional communication abilities, essential for supporting clients worldwide, including those in Polokwane, Limpopo. If you are passionate about automation technology and excel in a remote work environment, this is an unparalleled opportunity to leverage your expertise and contribute to innovative solutions for diverse industries. Our client is committed to fostering a culture of technical excellence and continuous learning.

Key Responsibilities

• Provide remote technical support for industrial control systems, PLCs, HMIs, and related automation hardware.
• Troubleshoot complex technical issues reported by customers and field personnel via phone, email, and remote access tools.
• Diagnose hardware and software problems, offering timely and effective solutions.
• Interpret technical documentation, schematics, and diagnostic logs to identify root causes.
• Escalate unresolved issues to senior engineers or product development teams with detailed problem descriptions.
• Develop and maintain knowledge base articles, FAQs, and troubleshooting guides for internal and external use.
• Collaborate with sales and engineering teams to ensure customer satisfaction and product improvement.
• Manage service tickets, track issue resolution progress, and document all support interactions accurately.
• Stay current with product updates, new technologies, and industry best practices in industrial automation.
• Potentially conduct remote training sessions for customers on system operation and basic troubleshooting.

Requirements

• Proven experience in technical support or field service engineering for industrial automation or control systems.
• In-depth knowledge of PLCs (Programmable Logic Controllers), HMIs (Human-Machine Interfaces), and SCADA systems.
• Familiarity with various industrial communication protocols (e.g., Ethernet/IP, Profibus, Modbus).
• Strong troubleshooting and analytical skills with the ability to diagnose complex technical problems remotely.
• Excellent verbal and written communication skills, with the ability to explain technical concepts clearly.
• Proficiency in using remote diagnostic tools and CRM/ticketing systems.
• A relevant technical degree or diploma in Electrical Engineering, Mechatronics, or a related field.
• Ability to work independently and manage workload effectively in a fully remote setting.
• Experience with (Specific Vendor, e.g., Siemens, Rockwell Automation) products is a strong asset.
• Customer-focused mindset with a commitment to resolving issues efficiently.

Benefits

This fully remote position offers a highly competitive salary and the flexibility to work from any location. Our client provides continuous professional development, access to cutting-edge automation technologies, and opportunities to work on challenging global projects. You will be part of a forward-thinking company that invests in its employees' growth and fosters a collaborative virtual work environment. Enjoy the autonomy of a remote role while gaining invaluable experience in the dynamic field of industrial automation. We offer a comprehensive benefits package designed to support your well-being and career aspirations.