Travel Support Specialist

2 weeks ago

Cambridge ON, Canada ATS Automation Full time

OVERVIEW


ATS' Global Services team is a dynamic, change-leading team that drives the delivery of value-driven Services to our customers worldwide. Services is a growing component of the overall delivery of value to ATS' customers globally and offers an opportunity for an opportunistic individual to create a well-defined offer structure of high-value service solutions to drive ongoing value.


Our Digital Services team in our North America division is currently looking for a bright, ambitious Remote Automation Specialist who enjoys assisting customers in a technical way, working with the Digital team and various other teams across ATS, and who enjoys tackling challenging scenarios.


The Senior Automation Support Specialist will provide white-glove remote support to many ATS customers. This includes remote troubleshooting and call documentation of the complete controls systems for custom automation equipment. A successful candidate will have experience diagnosing/troubleshooting PLC, PC's, servo drives, robots, vision systems and other more specialized controllers as required. The Senior Automation Support Specialist will be skilled in troubleshooting the above-mentioned systems and experienced with remote customer support.



RESPONSIBILITIES


Remotely triage and troubleshoot controls system (PLC and/or PC based) issues specific to customer requirements.
Document stated reason for the call, troubleshooting steps, PCOF, and resolution or disposition for turnover to an SME.
Understand and adhere to pertinent best practices, SOPs, and customer contracts.
Required to work independently and as part of a team.
Support developing knowledge base of operating and troubleshooting information for the Remote Operations team.
Review/suggest additional tools/software/equipment necessary to better serve our customers and their equipment.
Assist customers in using their customer portal for spares and non-emergency questions.
Make recommendations to repair/replace only items that require repair/replacement.
Primarily lead the troubleshooting process and liaise with customers and ATS Remote Ops Manager.
Coordinate with the owning ATS division as required to assist in resolving technical issues.
Complete detailed Call Report for the services provided.
Ensure customer issues have been resolved through follow-up communication and call/case closure if required.
Achieve high customer satisfaction through efficient call resolution.
Work within Oracle and Salesforce platforms to gather customer background information, document current issues, and enter opportunities for our front-end sales teams.
Be available to be on call on a rotational basis as needed.
Ensure that all business activities are performed with the highest ethical standards and in compliance with the ATS Code of Business Conduct.
Adhere to all OHSA/CCOHS, NFPA, and other applicable health and safety rules and procedures.
You will be expected to set an example of company culture with integrity and professional competence.
Adhere to all established procedures as defined by ATS Quality Procedures, Process Flows, Work Instructions, Safety Procedures, Policies, and the Employee Expectations.
Ensure that all business activities are performed with the highest ethical standards and in compliance with the ATS Code of Business Conduct.
TECHNICAL RESPONSIBILITIES


Provide remote assistance to diagnose controls issues at customer sites and use industry best practices utilizing the controls system as a troubleshooting tool. (Rockwell Studio 5000, Siemens TIAPortal, PanelView+, FT View, etc)
In some cases, may connect remotely to the customer's controls system.
Communicate with ATS controls SME's to make suggestions for improvements and/or upgrades
Experience with 6 Axis and SCARA for Pick and Place, Sealing/Dispensing, etc
Familiar with one or more of the following robots is extremely favorable - Fanuc, ABB, Nachi, KUKA, and/or Motoman.
Experience with KUKA SafeOperation, Fanuc DCS, ABB SafeMove
Remotely assist customers with touching up motion and path to correct faults and customer complaints.
Ability to determine potential cycle time improvements related to robot motion and interface with PLC.
Expert with directing customers on using the teach pendant while troubleshooting and adjusting.
Complete understanding of Cartesian coordinate system as it relates to a robot's EOAT & Frames/Work Objects, and the ability to teach such frames.
Determine machine vision system operational status and qualify the function of the system using statistical and other industry standard verification and validation techniques.
Assists customers with making mechanical and software adjustments to visions system camera, lighting, positions, and operational parameters.
Work remotely with a divisional Vision SME as needed to troubleshoot and resolve customer issues.
QUALIFICATIONS


~ Associates or Bachelor of Science in related field (BSEE, BSEET, BS Industrial Automation, Computer Science, Mathematics, Mechatronics, etc.)
~10+ years' experience in automation.
~ Proficient with Microsoft Word, Outlook, & Excel.
~ Ability to do basic/intermediate programming in other programming languages (i.e. Visual Basic, C or C++ language).
~ DCS certification is a plus, but not required.
~ Good understanding of mechanical systems
~ Must be proficient in reading mechanical and electrical schematics and other machine drawings while referencing the SPL and BOM.
~ Ability to read, speak, write, & understand English in a professional manner.
~ Strong customer service presence.
~ Excellent interpersonal & communication skills; Experience working with customers to resolve problems.
~ Willingness and ability to travel 15%
~ Must be eligible and able to travel domestically & internationally within 30 days from hire date and legally eligible to operate a vehicle, as this is an essential job function.

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