Proactive Global
Customer Support Controls Engineer
Job Location
Great Bowden, United Kingdom
Job Description
Customer Support Controls Engineer
Market Harborough with some travel
£61,000 + £5,355 Car allowance
Continental Shift Pattern
THE ROLE
The primary purpose of the role is to supply our Northern Europe customers with a quality technical hotline service. Ensure all requests are logged within the ticket system, ownership is taken until closure and a professional service is provided at all times.
Other secondary tasks will include but not limited to:
WCS module testing
Training delivery to LTS Engineers
PLC code testing and writing to support U&E business
KEY RESPONSIBILITIES
Provide 24/7 coverage on a rotating shift schedule.
Offer professional telephone support to both internal and external customers.
Deliver professional online software support for PLC systems.
Manage the hotline ticket system for IT, Facilities, and Controls.
Oversee the support process in an integrated manner.
Work on ongoing issues to reduce call volumes.
Communicate effectively with senior management and support colleagues.
Maintain comprehensive support desk documentation.
Monitor trends and implement action plans to prevent issue escalation.
Take ownership of issues raised and ensure they are resolved or escalated when necessary.
Escalate unresolved problems to the next support level while continuing to manage the issue until resolution.
Review reports to identify recurring issues that require action through PLC/WCS teams or additional site training.
Assist with testing WCS modules in collaboration with the WCS team when needed.
Facilitate remote monitoring of key account control systems.
Attend sites during office hours as needed to support project work and training.
Monitor hardware for necessary upgrades, such as firmware, and highlight obsolescence to the U&E team.
KEY REQUIREMENTS
Extensive Control system experience / knowledge (PLC, IT, Drives, Networks)
Materials handling / Automation
Experience of IT systems support
Experience dealing directly with customers / end users
Excellent communications skills
Ability to work as part of a team
Flexible to travel throughout TGW NE as required
Electrical Qualification to HNC Level
How to Apply:
For more information on the role, or an informal discussion regarding opportunities we have available, please contact Andy Powell on (phone number removed) (url removed)
Why work with Proactive?
Proactive Technical Recruitment is an industry leading, specialist engineering recruitment agency focused on the automation, manufacturing and robotics sectors. We offer specialist recruitment services to a niche customer base, vetting that our clients offer the best opportunities for your career. Proactive encourages and promotes equality and diversity within the workforce. We act with honesty, integrity and impartiality, ensuring your application is considered on its own merits and without bias.
When registering with Proactive you will have the opportunity to apply for some of the most interesting, specialist, opportunities in the marketplace, with the biggest companies in the sector. Follow us on Linkedin and Facebook for industry news and download our app for live notifications about newly listed vacancies. We look forward to helping you find your next role!
Proactive Global is committed to equality in the workplace and is an equal opportunity employer.
Proactive Global is acting as an Employment Business in relation to this vacancy
Location: Great Bowden, GB
Posted Date: 12/27/2024
Market Harborough with some travel
£61,000 + £5,355 Car allowance
Continental Shift Pattern
THE ROLE
The primary purpose of the role is to supply our Northern Europe customers with a quality technical hotline service. Ensure all requests are logged within the ticket system, ownership is taken until closure and a professional service is provided at all times.
Other secondary tasks will include but not limited to:
WCS module testing
Training delivery to LTS Engineers
PLC code testing and writing to support U&E business
KEY RESPONSIBILITIES
Provide 24/7 coverage on a rotating shift schedule.
Offer professional telephone support to both internal and external customers.
Deliver professional online software support for PLC systems.
Manage the hotline ticket system for IT, Facilities, and Controls.
Oversee the support process in an integrated manner.
Work on ongoing issues to reduce call volumes.
Communicate effectively with senior management and support colleagues.
Maintain comprehensive support desk documentation.
Monitor trends and implement action plans to prevent issue escalation.
Take ownership of issues raised and ensure they are resolved or escalated when necessary.
Escalate unresolved problems to the next support level while continuing to manage the issue until resolution.
Review reports to identify recurring issues that require action through PLC/WCS teams or additional site training.
Assist with testing WCS modules in collaboration with the WCS team when needed.
Facilitate remote monitoring of key account control systems.
Attend sites during office hours as needed to support project work and training.
Monitor hardware for necessary upgrades, such as firmware, and highlight obsolescence to the U&E team.
KEY REQUIREMENTS
Extensive Control system experience / knowledge (PLC, IT, Drives, Networks)
Materials handling / Automation
Experience of IT systems support
Experience dealing directly with customers / end users
Excellent communications skills
Ability to work as part of a team
Flexible to travel throughout TGW NE as required
Electrical Qualification to HNC Level
How to Apply:
For more information on the role, or an informal discussion regarding opportunities we have available, please contact Andy Powell on (phone number removed) (url removed)
Why work with Proactive?
Proactive Technical Recruitment is an industry leading, specialist engineering recruitment agency focused on the automation, manufacturing and robotics sectors. We offer specialist recruitment services to a niche customer base, vetting that our clients offer the best opportunities for your career. Proactive encourages and promotes equality and diversity within the workforce. We act with honesty, integrity and impartiality, ensuring your application is considered on its own merits and without bias.
When registering with Proactive you will have the opportunity to apply for some of the most interesting, specialist, opportunities in the marketplace, with the biggest companies in the sector. Follow us on Linkedin and Facebook for industry news and download our app for live notifications about newly listed vacancies. We look forward to helping you find your next role!
Proactive Global is committed to equality in the workplace and is an equal opportunity employer.
Proactive Global is acting as an Employment Business in relation to this vacancy
Location: Great Bowden, GB
Posted Date: 12/27/2024
Contact Information
| Contact | Human Resources Proactive Global |
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