Customer Support Engineer Controls

(M/F/D)*

This primary purpose of the role is to supply TGW 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

Jack Dunkley Kontakt
Jack Dunkley

WHAT YOU'LL BE HANDLING

  • Be the go to technical expert for any PLC related issues on a range of sites across Europe and the US
  • Provide 24hr * 7 day cover on a rotated shift pattern
  • Offer professional telephone support to customers both internal and external
  • Manage the hotline ticket system for IT, Facilities and Controls 
  • Work on ongoing issues to reduce the volume of calls.
  • To provide effective communication to senior management and support colleagues.
  • Maintain support desk documentation.
  • Monitor trends and action plans to prevent issue escalation.
  • Escalate problems to the next support level where required and continue to manage the problem until resolved.
  • Review and identify common issues raised from reports that need remedial action, either through PLC / WCS teams or additional site training
  • Undertake testing of WCS modules in support of the WCS team when required
  • Facilitate the remote monitoring of key accounts control systems
  • Attend sites during support office hours as required to support project works and training.
  • Facilitate the monitoring of hardware for upgrades such as firmware and also highlight any obsolescence to the U&E team.

What you'll need

  • Extensive Control system experience / knowledge (PLC, IT, Drives, Networks)
  • Materials handling / Automation experience either as a controls engineer or an electrically biased maintenance engineer 
  • 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 engineering qualification 

WHAT YOU'LL RECEIVE

We offer a flexible working environment, and you will receive a competitive salary plus access to our comprehensive benefits package, including annual holiday entitlement with the option to buy or sell more, a health cash plan, a contributory pension scheme, life assurance and free use of onsite gym including weekly classes! Training and career development also are a key part of the culture at TGW; therefore, you'll have access to training resources internally and externally from day one.
Jack Dunkley Kontakt
Jack Dunkley
In this position, you can expect the following benefits, among others.

WE ARE LOOKING FORWARD TO YOUR APPLICATION

*TGW is an employer that promotes equal opportunities. We invite everybody interested in this job to apply.