We are passionate about our work, customers and our people!
The PLC hotline engineer’s primary purpose is to supply TGW Northern Europe customers with a quality technical customer support hotline service.
To provide 24hr * 7 day cover on a rotated shift pattern
To provide professional telephone support to customers both internal and external
To provide professional on line software support for PLC & WCS systems
To manage the hotline ticket system for IT, Facilities and Controls
To manage the support process on an integrated basis.
To work on ongoing issues to reduce the volume of calls.
To provide effective communication to senior management and support colleagues.
To maintain support desk documentation.
To monitor trends and action plans to prevent issue escalation.
To follow through and own issues raised by yourself, if not resolved.
To escalate problems to the next support level where required and continue to manage the problem until resolved.
To create monthly reports
To review and identify common issues raised from reports that need remedial action, either through PLC / WCS teams or additional site training
To facilitate the remote monitoring of key accounts control systems
To attend sites during support office hours as required to support project works and training.
To facilitate the monitoring of hardware for upgrades such as firmware and also highlight any obsolescence to the U&E team.
When required provide additional support to the process engineering team for data analysis
To be successful in your application, you will have extensive knowledge of controls systems, PLC’s, IT Drives and networks.
You will have experience within customer support and be a proficient communicator. Ideally you will have experience within the Automation industry.
Travel will be an essential part of this role.
We offer a competitive salary with a comprehensive benefits package, the option to buy and sell holiday and on the job training.