Job Description

Purpose of the Role: Responsible for ensuring the successful support of software solutions and controls for SencorpWhite products. The ideal candidate will have hands-on experience in software support, customer training, troubleshooting, and integration with customer systems. PLC or controls knowledge is highly valued.

Key Responsibilities:

• Aid both customers under service agreement contracts and billable remote assistance as the first point of contact during normal business hours to remote in to systems to identify if issues can be remotely resolved or require a dispatch to an FSE for onsite resolution.
• Lead remote support services, such as support for customers as they update Operating Systems or Networks to ensure compatibility with SencorpWhite supplied software. 
• Document work performed and troubleshooting steps to provide both internal and external feedback.
• Assist in post-deployment documentation to ensure smooth transition from Project Management to Customer Support. 
• Knowledge of VLM commissioning and deployment of software solutions.
• Resolve complex or previously unknown problems requiring high level technical expertise and business acumen. 
• Assist in the publication of service bulletins to raise awareness of discoveries found during technical support. 
• Provide technical guidance to Field Service to resolve customer issues efficiently.
• Establish and maintain lines of communication with engineers on design, reliability and maintenance issues pertaining to our products.
• Manage multiple concurrent projects across various geographic locations, ensuring timely completion of installations and support services.
• Prioritize tasks and coordinate with both internal teams and customers to meet project deadlines and expectations.
• Help guide SencorpWhite’s incident management ticketing system to arrive at root cause, pareto findings to look for trends and share findings with other stakeholders at the company.
• Assist in SencorpWhite’s strategy for service agreements and share feedback on future developments that will help customers avoid downtime and while also maintaining profitability.
• May require travel to support Installation and learn, especially during training.
• Assist with training new personnel.
• After hours rotation for on-call support or escalation of software issues during the off hours is required (seldom occur).

Skills and Abilities Required:

• Takes a calm and mature approach to dealing with difficult problems and people.
• Able to maintain a positive attitude throughout troubleshooting incidents.
• Ability to multi-task and manage time well.
• Superior verbal and written communication skills
• Ability to establish technical credibility with customers and peers.
• Proven experience in software commissioning, system integration, or similar roles.
• Technical Skills Required:
  • Excellent troubleshooting skills, both remote and on-site.
  • 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 equivalent experience
• Travel 25% for on-site training, and support as required.
• Technical Skills Desired
  • PLC – Awareness of general PLC operation, experience is desired
  • HMI Panels – Awareness of operation, experience is desired
  • Computers – DOS, Windows 9, Data Acquisition, VirtualBox and database architecture awareness
  • 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.