- Remotely triage and troubleshoot controls system (PLC and/or PC based) issues specific to customer requirements.
- Document stated reason for the call, troubleshooting steps, PCOF, and resolution or disposition for turnover to an SME.
- Understand and adhere to pertinent best practices, SOPs, and customer contracts.
- Required to work independently and as part of a team.
- Support developing knowledge base of operating and troubleshooting information for the Remote Operations team.
- Review/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.
- Primarily 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.
- You will be expected to set an example of company culture with integrity and professional competence.
- Adhere to all established procedures as defined by ATS Quality Procedures, Process Flows, Work Instructions, Safety Procedures, Policies, and the Employee Expectations.
- Ensure that all business activities are performed with the highest ethical standards and in compliance with the ATS Code of Business Conduct.
- Provide remote assistance to diagnose controls issues at customer sites and use industry best practices utilizing the controls system as a troubleshooting tool. (Rockwell Studio 5000, Siemens TIAPortal, PanelView+, FT View, etc)
- 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.
- 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.
Senior Automation Support Specialist - Cambridge, Canada - ATS Automation
Description
OVERVIEW
ATS' Global Services team is a dynamic, change-leading team that drives the delivery of value-driven Services to our customers worldwide. Services is a growing component of the overall delivery of value to ATS' customers globally and offers an opportunity for an opportunistic individual to create a well-defined offer structure of high-value service solutions to drive ongoing value.
Our Digital Services team in our North America division is currently looking for a bright, ambitious Remote Automation Specialist who enjoys assisting customers in a technical way, working with the Digital team and various other teams across ATS, and who enjoys tackling challenging scenarios.
The Senior Automation Support Specialist will provide white-glove remote support to many ATS customers. This includes remote troubleshooting and call documentation of the complete controls systems for custom automation equipment. A successful candidate will have experience diagnosing/troubleshooting PLC, PC's, servo drives, robots, vision systems and other more specialized controllers as required. The Senior Automation Support Specialist will be skilled in troubleshooting the above-mentioned systems and experienced with remote customer support.