What are the responsibilities and job description for the Technical Support Lead position at Sencorpwhite?
Purpose of the Role: Responsible for providing advanced remote technical support for material and handling equipment, creating and writing knowledge articles, managing the overall inquiries for tech support and for providing training to customers and team members.
Key Responsibilities:
- Manage all tech support across business units for timely responses and overall resolution. Begin KPIs to manage effectiveness of current operations.
- Resolve issues, including complex or previously unknown problems requiring high level technical expertise, collaboration with internal and external engineering resources and vendors.
- Establish “closed loop” feedback and maintain lines of communication with engineers on design, reliability and maintenance issues pertaining to our products.
- Communicate important findings via Service Bulletins and train team in either dedicate meetings or Monthly Communications Meetings
- Be the leader for launching a Technical Support Portal and ensure internal and external adoption. Drive developments in Salesforce needed for proper management and reporting.
- Recreate customer environments and problems to aid in troubleshooting/case resolution.
- Provide Root Cause Analysis (RCA); ensures information is captured for Knowledge repository.
- Analyze support cases pertaining to our products to isolate issues or trends with product or customer sites, providing weekly reports to leadership and quality with creative solutions that may minimize or eliminate concerning patterns or trends.
- Track support activity in Salesforce.com and achieve measurable assigned department and employee goals while ensuring individual and team proficiency and compliance.
- Manage various customer priority case levels and situations, including problem resource management, customer communication and formal case escalations.
- Assist in management of key accounts and participate in meetings, such as quarterly business reviews (QBRs) and status updates for Cases/Incidents
- Perform after-hours on-call rotations which may require evenings and weekends and assist on-call support staff with urgent issues they cannot resolve on their own.
- Remote in to machines to provide issue investigation and resolution
- May require travel to international/domestic sites to support Field Service
- Assist in the development of proposal budgets.
- Assist with recruiting and training new personnel.
Skills and Abilities Required:
- Takes a calm and mature approach to dealing with difficult problems and people.
- Able to maintain a positive attitude throughout the support process.
- Ability to multi-task and manage time well.
- Superior verbal and written communication skills
- Ability to establish technical credibility with customers, peers, and Engineers.
- Ability to create and write complex procedures and knowledge articles.
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Technical Skills Required:
- Reading Blueprints, Analog signals, three phase Power conversion, temperature measurement, Pneumatics.
- Troubleshooting PLC, Electrical, Mechanical, Solenoids, Mechanical Relays, Solid State Relays
- Networking – TCP/IP, VPNs, Ethernet
Qualification requirements:
- BS in Computer Science or relative field experience
- Travel expected up to 20%.
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Technical Skills Desired
- PLC – Configuration, programming - Allen Bradley, TI, Omron, Siemens Step 7, Panasonic
- HMI Panels – Siemens, PanelMate, QuickPanel, AB PanelView, Panasonic
- HMI Software – Siemens WinCC
- Servo – Delta Tau, Galil, Control Techniques, Lenze, Siemens Masterdrive/Sinamics, Resolvers, Encoders
- Computers – DOS, Windows 95/98/2000/XP/7/10 Visual Basic, Data Acquisition, VirtualBox
- Remote Access – pcAnywhere, TeamViewer, VNC, GoToAssist
Core Competencies
- Safety – Observes and enforces safety procedures; reports potentially unsafe conditions.
- Quality- Strives to eliminate errors, accurate work is a priority, seeks opportunities to improve a process that is implemented.
- Productivity - Manages workload, works efficiently, meets goals and objectives.
- Employee Engagement – Passionate about job and company, committed to the company and puts discretionary effort into work.
The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. The description is not designed to contain or to be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.
