Controls Engineer

The Customer Support Controls Engineer you will provide TGW customers with a quality technical hotline service. You will ensure all requests are logged within the ticket system, ownership is taken until closure and a professional service is provided at all times. Other secondary tasks will include but not limited to: * WCS module testing * Training delivery to LTS Engineers * PLC code testing and writing to support U&E business WHAT YOU’LL BE HANDLING * Be the go to technical expert for any PLC related issues on a range of sites across Europe and the US * Provide 24hr * 7 day cover on a rotated shift pattern * Offer professional telephone support to customers both internal and external * Manage the hotline ticket system for IT, Facilities and Controls * Work on ongoing issues to reduce the volume of calls. * To provide effective communication to senior management and support colleagues. * Maintain support desk documentation. * Monitor trends and action plans to prevent issue escalation. * Escalate problems to the next support level where required and continue to manage the problem until resolved. * Review and identify common issues raised from reports that need remedial action, either through PLC / WCS teams or additional site training * Undertake testing of WCS modules in support of the WCS team when required * Facilitate the remote monitoring of key accounts control systems * Attend sites during support office hours as required to support project works and training. * Facilitate the monitoring of hardware for upgrades such as firmware and also highlight any obsolescence to the U&E team. WHAT YOU’LL NEED * Extensive Control system experience / knowledge (PLC, IT, Drives, Networks) * Materials handling / Automation experience either as a controls engineer or an electrically biased maintenance engineer * Experience programming and modifying code with Siemens TIA and Step 7 * Experience of IT systems support * Experience dealing directly with customers / end users * Ability to work as part of a team * Flexible to travel throughout TGW NE as required * Electrical engineering qualification