Spl Offres d'emploi - Ayr, ON

ATS Company : ATS Corporation Requisition ID : 12008 Location :

Cambridge, ON, CA, N3H 4R7

job-location.job-location-inline { display : inline; } Date : Jul 25, 2024

Automation Support Specialist

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.

RESPONSIBILITIES

• 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.

TECHNICAL RESPONSIBILITIES

QUALIFICATIONS