Overview:
Service Specialist is an entry level position responsible for service and support across multiple client accounts, maintaining and servicing control systems and related equipment. The role entails fulfilling obligations outlined in customer service and support agreements, involving tasks such as direct customer engagement, troubleshooting electrical panels and instrumentation, programming, documentation, and field testing. A Service Specialist must be able to work independently on service and support efforts and may also be asked to assist in project work as part of a team led by an experienced colleague. Much of the work will occur at the customer site and involve travel.
Responsibilities:
Technical Support: Service Specialists are responsible for various service and support functions across multiple client accounts. This role typically involves maintenance, and enhancement of control systems to ensure 24/7 facilities operations. Day-to-day tasks will be determined by the specific requirements of each service and support agreement.
Typical tasks include;
Support:
- Troubleshoot issues with controls systems both remotely and at customer locations
- Respond to incidents, outages, and service disruptions, serving as a first point of contact for customer issues
- Conduct root cause analysis’ and Implement solutions
- Perform installations, repairs, and upgrades on automation systems
- Maintain detailed records of service activities, including reports, maintenance logs, and equipment manuals
On-call:
- Provide availability and respond promptly to critical technical issues during designated on-call periods
- Monitor various service and support channels, collaborating with technical teams to swiftly resolve critical incidents
- Follow incident response protocols and generate necessary documentation.
Maintenance
- Conduct regular inspections, maintenance, and software updates on control systems
- Identify and address system malfunctions or inefficiencies
- Implement system upgrades and enhancements to improve efficiency and performance
- Conduct training sessions for clients and internal teams on the use and maintenance of automation systems
Continuous Improvement
- Stay updated on industry trends and new technologies to improve service offerings
Sales and Business growth
- Drive business growth by providing exceptional service and fostering strong client relationships
- Serve as a technical contact and maintain relationships with customers
- Provide technical advice to the sales team
Project work
- Instrumentation and Electrical Design
- Create instrument lists, compile submittal and procurement documentation
- Provide technical support for panel fabrication technicians
- Inspect completed control enclosures
- System Design and Configuration
- Participate in customer design review meetings
- Configure user interface and HMI screens
- Configure DDC, PLC and/or DCS control algorithms
- Assist in developing and performing customer acceptance testing
- Install project software and configuration onto site systems
- Perform instrumentation and system startup and testing
- Troubleshoot installation discrepancies and program field modifications as required
- Assist with developing training documentation/presentation on operations and maintenance of system
Qualifications:
Required Qualifications
- Associate degree in a mechanical or electrical program, or equivalent experience as determined by interview
- Hands-on experience with Microsoft Excel, Microsoft Word, and Microsoft Outlook
- Professional level English (C1, C2, or Native)
- Ability to work in Germany and other European countries without sponsorship
Preferred Qualifications
- Experience in the automation industry, including technical support and service
- Experience with one or more of the following platforms:
- Inductive Automation Ignition
- Rockwell ControlLogix/CompactLogix, PlantPAx, or FactoryTalk
- Emerson DeltaV
- Schneider Electric Modicon PLCs, EcoStruxure, PowerSCADA, or Power Monitoring Expert (PME)
- AVEVA System Platform or AVEVA PI Historian System
- Siemens S7, PCS7, or WinCC
- Other: VMWare, Cisco or Fortinet Networking and Firewalls
- Similar softw