Control Service Technician

Job Summary:

The Control Service Technician is responsible for providing post-startup service and support to our outside customer base. Service Techs interface with customers through phone, email, and ticketing systems. Often troubleshooting customer PLC, HMI, and training issues over VPN connections to resolve and escalate issues as needed.

General Statement of Duties:

Troubleshoot existing PLC ladder logic, communication issues, interlocking issues, PLC panel components, as well as help clarify operations questions. Techs accurately track time and work well with others. Lead direction of after-hours service calls on a week-long rotation every ~4 weeks.

Essential Functions:

1. Work with a wide range of customers to help troubleshoot programming, electrical, and mechanical issues. 2. Determine when a support request needs to be escalated into the projects department or quoted through sales. 3. Make minor modifications to ladder logic PLC programming. 4. Troubleshoot Ethernet network communication issues. 5. Diagnose HMI communication issues. 6. Log customer issues and track time spent working with each customer. 7. Work through various VPN connections the customer sites. 8. Read and understand electrical drawings 9. Recommend improved materials or machinery to customers, documenting how such changes will lower costs or increase production. 10. Provide technical and non-technical support and services to clients or other staff members regarding the use, operation, and maintenance of equipment. 11. Work within a team to delegate requests. 12. Follow up on issues to see them through to their resolution.

ENVIRONMENT

Office conditions, with rare field trips to bakeries, feed mills and other industrial facilities where hot and dusty environments are prevalent.

REPORTING RELATIONSHIP

Control Systems Engineering and Customer Service Manager

SUBORDINATE POSITIONS

No formal subordinates.

PHYSICAL REQUIREMENTS

• Standing, sitting, unilateral and bilateral movement, reaching, grasping, talking and hearing.
• Clarity of vision at 20 inches or less with the ability to bring objects into sharp focus while reading computer screen.
• Must be able to deal with field conditions that are dusty and hot (110°F).
• Occasionally work on lifts and ladders that are approximately 20' off the ground.
• Must have a valid driver's license and be able to rent a car.
• Must be able to fly commercial airlines both nationwide and internationally.
• Must be able to lift 40 lbs.

TRAVEL REQUIREMENTS

occasional (