Technical Support Expert

6 days ago

Cambridge, Ontario, Canada ATS Automation Full time
Job Description

Job Title: Automation Support Specialist

Job Summary:

We are seeking a highly skilled Automation Support Specialist to join our team at ATS Automation. As a key member of our Global Services team, you will be responsible for providing technical support to our customers worldwide.

Key Responsibilities:

  • Remotely troubleshoot and resolve controls system issues for our customers.
  • Document all troubleshooting steps, PCOF, and resolution or disposition for turnover to an SME.
  • Adhere to pertinent best practices, SOPs, and customer contracts.
  • Work independently and as part of a team to achieve high customer satisfaction.
  • Support the development of knowledge base of operating and troubleshooting information for the Remote Operations team.
  • Review and 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.
  • 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.

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.
  • 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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