Customer Support Engineer Controls


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


  • 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 


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 are also key parts 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.


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