Automation Systems Specialist
1 month ago
As a key member of our Technical Support team, you will develop expertise in Premier Tech Systems and Automation's equipment, guiding our customers through troubleshooting challenges and recommending solutions to improve their uptime.
Your Future Role and Responsibilities
- Troubleshoot issues encountered by customers and service technicians, identifying solutions to optimize equipment performance.
- Program various modules for customers' equipment, ensuring seamless integration and functionality.
- Provide clear explanations of how our products work, maximizing customer utilization and satisfaction.
- Make technical recommendations to customers to assist in preventive maintenance, reducing downtime and increasing efficiency.
- Monitor the status of requests from customers and service technicians, ensuring timely resolution and follow-up.
- Maintain various documents and databases, ensuring efficient management of technical information and knowledge sharing.
- Monitor and interpret performance indicators to optimize processes and improve service delivery.
- Connect remotely with customers to resolve problems related to industrial programming, providing expert guidance and support.
- Initiate support tickets and document each step in Salesforce, ensuring accurate tracking and resolution.
- Collaborate and act as a liaison between customers and different teams, such as Parts and Sales, to best meet customer needs.
- Provide exceptional customer service, ensuring high levels of satisfaction and loyalty.
Qualifications
- Degree in automated systems, mechatronics, electromechanics, electrical engineering, industrial automation, controls engineering, or instrumentation engineering.
- Experience in PLC troubleshooting and ability to work with and interpret electrical, mechanical, hydraulic, and pneumatic components and schematics.
- Knowledge of CRM or ticketing systems, Salesforce (a plus).
- Ability to communicate technical information in an accessible manner to clients.
- Knowledge of industrial safety principles and good communication skills.
- Proven work experience as a field service technician, experienced equipment start-up tech, or similar.
- Knowledge of Allen Bradley products and FANUC robots.
- Desire for continuous growth opportunities and excellent time management skills.
Additional Information
- Technical support operates 24/7, including scheduled rotations outside of regular business hours.
Are These Words Meaningful to You?
mechatronics, PLCs, automation, robotics, customer service
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