Controls Hotline Engineer

The primary purpose of the Hotline role is to supply TGW Northern Europe 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 the wider business

Main Responsibilities

  • To provide 24hr * 7 day cover on a 12 hour 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 undertake testing of WCS modules in support of the WCS team when required
  • 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 Internal IT Support Analyst

About You

  • 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

We offer a highly competitive salary and a comprehensive benefits package which includes 22 days annual holiday entitlement with the option to buy a further 3 days of flexible holiday, a contributory pension scheme, access to our free on-site gym and wellness programme, cycle to work scheme, access to discounts via our affinity scheme and many more!

Bu iş pozisyonu

için irtibat kişiniz:

Louis Borman

Sözleşme tipi
Permanent - Full Time
Kapanış tarihi
31 March, 2020
Market Harborough, UK