LOCATION: Hamilton, Ohio

OVERVIEW

Responsible for providing advanced remote technical support for material and handling equipment, for creating and writing knowledge articles, and for providing training to customers and team members.

PRIMARY DUTIES AND RESPONSIBILITIES:

Resolve very complex or previously unknown problems requiring high level technical expertise and business acumen
Establish and maintain lines of communication with engineering on design, reliability and maintenance issues pertaining to our products.
Be the leader for launching a Technical Support Portal and ensure internal and external adoption
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
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.
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

SPECIFIC CHARACTERISTICS, 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
Technical Skills Required:
1. Reading Blueprints, Analog signals, 3 phase Power conversion, temperature measurement, Pneumatics
2. Troubleshooting PLC, Electrical, Mechanical, Solenoids, Mechanical Relays, Solid State Relays
3. Networking – TCP/IP, VPNs, Ethernet

EDUCATION, EXPERIENCE REQUIRED

BS in Computer Science or equivalent experience
Travel expected up to 50%
Technical Skills Desired
1. PLC – Configuration, programming - Allen Bradley, TI, Omron, Siemens Step 7, Panasonic
2. HMI Panels – Siemens, Panel Mate, Quick Panel, AB PanelView, Panasonic
3. HMI Software – Siemens WinCC
4. Servo – Delta Tau, Galil, Control Techniques, Lenze, Siemens Masterdrive/Sinamics, Resolvers, Encoders
5. Computers – DOS, Windows 95/98/2000/XP/7/10 Visual Basic, Data Acquisition, VirtualBox
6. Remote Access – pcAnywhere, TeamViewer, VNC, GoToAssist