Aftermarket Technical Support Lead

4 weeks ago

Burlington, Canada Shape Process Automation Full time

**Job purpose**

The After-Market Technical Support Lead must be a highly proficient, well-rounded, and proven controls technician with the ability to lead a technical team and grow long term customer relationships through world class service. Functions include customer support and training, remote support, project warranty management, service coordination and internal technical support. The After-Market Technical Support Lead, under leadership of the After-Market Sales and Service Manager, is ultimately responsible for the technical competence of the After-Market service team.

**Duties and responsibilities**
- Collaborate with After-Market Sales and Service Manager to manage and coordinate the warranty and service work for all custom automation customers.
- Engage customers as the first point of contact for all warranty and service requirements.
- Ensure all customer service requirements are addressed promptly including those outside of regular office hours.
- Coordinate with After-Market Sales and Service Manager to pursue customer account leads and opportunities to grow revenue
- Support After-Market Sales and Service Manager in the development of technical solutions and proposals
- Assist in the management of After-Market projects by liaising with customers, planning and scheduling activities, controlling budget and scope and ultimately being responsible for the financial results of After-Market projects.
- Provide remote and occasional on-site technical controls support to customers
- Collaborate with resource managers to optimize resource loading and utilization between warranty/service and project requirements.
- Collaborate with interdepartmental teams to ensure customers receive a seamless service experience.
- Ensure customer satisfaction, loyalty, and quality of service products through timely and effective service deployments.
- Provide technical phone/remote PLC support and schedule service resources to support customer requirements as required.
- Develop customer training programs and lead/provide technical training to customer base
- Provide occasional PLC, HMI and robot support to systems controls teams when required

**Qualifications**
- 3 - 5 years of experience leading a controls team in the automation industry
- 3 - 5 years of hands on PLC, HMI and robot experience in the material handling and system automation industry
- High level proficiency in PLC, HMI and robot control system design and debug
- Strong interpersonal skills to work effectively with others, solicit input, lead and motivate.
- Comprehensive knowledge of related industry capital equipment components and systems required; preferably automation related.
- Proven experience leading people with strong mechanical, hydraulic, plumbing, pneumatic, electrical, robot controls, PLC controls and electronic skills required.
- Strong computer skills and ability to read complex blueprint and AutoCAD drawings
- Ability to think creatively and innovatively.
- Strong organizational skills.
- Ability to analyze complex problems.
- Strong oral and written communication skills.
- Able and willing to travel at least 15% of the time

**Salary**: $80,000.00-$100,000.00 per year

**Benefits**:

- Company events
- Company pension
- Dental care
- Disability insurance
- Employee assistance program
- Extended health care
- Life insurance
- On-site parking
- Paid time off
- RRSP match
- Tuition reimbursement
- Vision care

Schedule:

- 8 hour shift
- Day shift
- Monday to Friday
- Overtime

Work Location: One location

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