Aftermarket Technical Support Lead - Burlington, Canada - Shape Process Automation
Description
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.
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 onsite 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
years of experience leading a controls team in the automation industry
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
- Onsite 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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