Controls Support Technician (PLC) - 2nd Shift
About The Position
The Controls Support Technician provides customer and technical support for one product line and basic support for one or two additional product lines. The role resolves customer issues, tests new technology, and helps develop proactive services. As the primary customer service and technical service representative for incoming second-shift requests, the technician works independently with minimal supervision. The position is fully remote, with occasional travel to customer sites and the main factory, and may require first-shift training. The scheduled hours are 3:30 p.m. to 12:30 a.m., Sunday through Thursday.
Requirements
- An associate degree in electro-mechanical, electrical design, or a related field and five years of machine troubleshooting experience; or a high school diploma and seven years of machine troubleshooting experience.
- Expertise in controls and machine processes for print equipment.
- Proficiency with Rockwell and Indramat software.
- Knowledge of Rockwell and Indramat hardware.
- Strong technical and troubleshooting skills, including the ability to diagnose and resolve issues independently.
- Excellent customer service skills and the ability to manage different types of inquiries and prioritize effectively.
- Self-motivation and strong decision-making capabilities.
- Proficiency in mechanical, pneumatic, and control systems.
- Ability to travel several weeks per year to customer sites and the main factory for training.
Nice To Haves
- Knowledge of or skills with flexographic printing presses; this is a plus but not a requirement.
Responsibilities
- Serve as the primary point of contact for incoming customer requests during second shift, triaging requests, routing parts inquiries, escalating issues when necessary, and providing direct technical support as appropriate.
- Communicate with customers to understand and resolve equipment issues.
- Respond urgently to unplanned customer issues, including breakdown support for component replacements such as HMIs, drives, and PLCs.
- Provide support for on-the-go programming changes with minimal supervision.
- Connect remotely to customer machines via VPN to troubleshoot PLCs, drives, and devices during second-shift hours.
- Document customer issues and resolutions in the asset management system to build equipment history files.
- Use the ERP system to identify parts and arrange shipments outside normal business hours.
- Apply controls and process expertise to support the team and customers.
- Review customer data, respond to alarms, investigate downtime, and recommend actions to improve productivity and efficiency.
- Identify continuous-improvement opportunities and support measurable process improvements, consistency, and standardization of best practices and tools.
- Communicate recommendations for machine changes to the product line engineering team and convey customer feedback.
- Participate in evaluating, implementing, and testing new technology.
- Create and sustain a safe work environment.
- Perform other duties as assigned.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
