Job Description

Troubleshooting and Diagnosis

• Identify issues: Use diagnostic tools, analyze symptoms, and communicate with end-users to understand the problem.
• Resolve technical problems: Resolve hardware, software or system failures through on-site intervention.

Installation and Setup

• Installation of equipment: Training and assistance for the set up and installation of hardware, software, and systems at client sites.
• Configuration: Configure devices, networks, or applications to meet client needs and specifications.
• Test systems: Ensure all systems are functioning correctly after installation, performing tests to verify performance.

Maintenance and Repair

• Perform routine maintenance: Set up training for conducting regular checks, updates, and upgrades for the prevention of system downtime and improve performance.
• Repair or replace parts: If equipment malfunctions, diagnose the issue and repair or replace damaged components.
• VSD repairs: Train onsite personnel on the testing and repair of variable speed drive chassis

Customer Support and Training

• Customer interaction: Serve as the primary point of contact for internal and external customers needing technical assistance or guidance.
• Provide training: Train internal personnel as well as partners on how to use or maintain systems and devices effectively, including troubleshooting basic problems.
• Develop FAQs or user guides: Create documentation or guides to help the company and partners solve common issues independently.
• Perform training seminars: participate with customer and internal training seminars
• Relationships: partner with operations to better understand their needs and focus to effectively manage training and support programs

System Optimization

• Optimize settings: Adjust configurations or settings to improve performance
• Teamwork: Work with the Automation Tech support team to communicate successes and opportunities for improvement

Reporting and Documentation

• Create reports: Document issues, solutions, service actions taken, and customer feedback.
• Log service history: Keep detailed records of support calls, repairs, or replacements for future reference and warranty purposes.
• Common Issues: Coordinate with the electrical team to understand reoccurring issues and determine solution to minimize reoccurrence

Collaboration with Remote Teams

• Coordinate with headquarters: Collaborate with remote technical support teams and engineers to solve complex problems.
• Provide updates: Communicate progress and solutions back to management or remote support staff as needed.

Testing and Verification

• Reported issues: Work with Missouri City engineering to resolve issues
• FW testing: test new FW releases in field environment to ensure proper operation

Product Development

• Development: Participate in group discussions for the development and improvement of products
• 3rd party products: Work with 3rd party vendors to test and develop new product offerings

Travel and On-Site Visits

• Travel to client locations: Field support often involves traveling to client sites, sometimes requiring extended travel or overnight stays, especially for remote locations.
• Schedule visits: Plan and coordinate site visits based on urgency and availability.
• International Travel: In some instances, international travel may be required for training purposes

Safety and Compliance

• Follow safety protocols: Adhere to safety guidelines, particularly when handling electrical equipment, hazardous materials, or working in environments with specific regulations.
• Ensure compliance: Ensure that installations, repairs, or modifications comply with industry regulations, client policies, and legal requirements.
• Driving: Follow company guidelines and the use of Motive APP
• Safety Meetings: Participate in weekly safety meetings

Skills Required:

• Technical knowledge: Intimate understanding of hardware, software, and communication systems.
• Problem-solving: Ability to quickly diagnose and resolve technical issues.
• Communication skills: Ability to explain complex technical concepts in a simple, clear manner.
• Customer service: Professional demeanor and patience when dealing with clients.
• Time management: Ability to manage multiple tasks and service calls efficiently.