PLC Hotline Engineer

We are now recruiting for an experienced PLC Engineer to join our fast-growing Hotline team.

Our PLC Hotline Engineers provide TGW Northern Europe customers with a quality technical support service. They make sure all requests are logged within the ticket system, take ownership of issues until closure and ensure a professional service is provided at all times.

 

Tasks

• To provide 24hr * 7 day cover on a rotated shift pattern
• Professional telephone support to customers both internal and external
• Provide professional online software support for PLC & WCS systems
• Manage the hotline ticket system for IT, Facilities and Controls
• Manage the support process on an integrated basis
• Work on ongoing issues to reduce the volume of calls
• Provide effective communication to senior management and support colleagues
• Maintain support desk documentation
• Monitor trends and action plans to prevent issue escalation
• Follow through and own issues raised by yourself, if not resolved
• Escalate problems to the next support level where required and continue to manage the problem until resolved
• Create and maintain monthly reports
• 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
• As required additional support to the Internal IT Support Analyst

 

 

Requirements

• Extensive Control system experience / knowledge (PLC, IT, Drives, Networks)
• Materials handling / automation experience
• 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

We offer

You will receive a competitive salary and car allowance and a benefits package that includes a group profit share scheme, contributory pension, life assurance and access to our on-site gym.