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Automation Support Specialist

3 months ago

Cambridge, Ontario, Canada ATS Automation Full time
OVERVIEW
  • ATS' Global Services team is a dynamic team that drives the delivery of value-driven services to customers worldwide.
  • Services represent a growing component of the overall value delivery to ATS' global customers, offering an opportunity for an enthusiastic individual to shape a well-defined offer structure of high-value service solutions to sustain ongoing value.
  • Our Digital Services team in North America is currently seeking a motivated Remote Automation Specialist to assist customers technically, collaborate with different teams across ATS, and tackle challenging scenarios.

The Senior Automation Support Specialist will offer top-notch remote support to numerous ATS customers, troubleshooting and documenting control systems for custom automation equipment. The ideal candidate will have experience diagnosing PLC, PC's, servo drives, robots, vision systems, and other specialized controllers, with a strong skill set in troubleshooting and remote customer support.

RESPONSIBILITIES
  • Remotely diagnose and troubleshoot control system issues specific to customer requirements.
  • Document call reasons, troubleshooting steps, resolutions, and adhere to best practices and customer contracts.
  • Work both independently and collaboratively within a team environment.
  • Support the development of a knowledge base for the Remote Operations team.
  • Review and suggest tools to enhance customer service.\ Assist customers in using the customer portal for non-emergency inquiries.
  • Make repair/replacement recommendations only for necessary items.
  • Lead troubleshooting processes, coordinate with customers and ATS Remote Ops Manager.
  • Engage with ATS division to resolve technical issues as needed.
  • Complete detailed Call Reports and follow up with customers to ensure issue resolution.
  • Ensure high customer satisfaction through efficient call resolution.
TECHNICAL RESPONSIBILITIES
  • Offer remote assistance to diagnose control issues and utilize best practices with various control systems (i.e., Rockwell Studio 5000, Siemens TIAPortal, PanelView+, FT View).
  • May remotely connect to customer's control systems as required.
  • Communicate suggestions for improvements or upgrades to ATS control experts.


QUALIFICATIONS
  • Hold a degree in related field and possess over 10 years of experience in automation.
  • Proficient in Microsoft Word, Outlook, & Excel.
  • Capable of basic/intermediate programming in languages such as Visual Basic, C, or C++.
  • DCS certification is a plus.
  • Strong understanding of mechanical systems, mechanical/electrical schematics, and machine drawings.
  • Ability to communicate effectively in English.
  • Display strong customer service skills and experience resolving customer issues.
  • Willingness to travel up to 15% of the time, domestically and internationally.