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