Intermediate Automation Support Specialist Job at ATS Automation Tooling Systems Inc. (Cambridge)

Job Description

The Automation Support Specialist will provide white-glove remote support to ATS customers. This includes remote troubleshooting of the complete controls systems for custom automation equipment. Additionally, this role will require detailed call documentation and reporting for the customer and internal teams. A successful candidate will have experience diagnosing/troubleshooting PLC, PC’s, servo drives, robots, vision systems and other more specialized controllers as required. The Automation Support Specialist will be proficient in troubleshooting the above-mentioned systems and have experience supporting customers and their equipment remotely.

Job Responsibility

Remotely triage and troubleshoot controls system (PLC and/or PC based) issues specific to customer requirements
Document stated reason for the call, troubleshooting steps, PCOF, and resolution or disposition for turnover to an SME
Review new technologies and assets onboarded by the CCH team when not actively taking a call
Assist in onboarding new customers and assets into the CCH
Leverage AI as an aid to perform tasks and support customers
Work with local service and assembly teams to expand knowledge and capabilities
Understand and adhere to pertinent best practices, SOPs, and customer contracts
Required to work independently and as part of a team
Support developing knowledge base of operating and troubleshooting information for the CCH team
Review and make recommendations for additional tools/software/equipment necessary to better serve our customers and their equipment
Recommend to repair/replace only items that require repair/replacement
Primarily lead the troubleshooting process and liaise with customers and CCH team
Coordinate with the primary ATS division as required to assist in resolving technical issues
Complete detailed Call Report for the services provided
Ensure customer issues have been resolved through follow-up communication and call/case closure if required
Achieve high customer satisfaction through efficient call resolution
Work within Oracle and Salesforce platforms to gather customer background information, document current issues, and enter opportunities for our front-end sales teams
Be available to be on call on a rotational basis as needed
Ensure that all business activities are performed with the highest ethical standards and in compliance with the ATS Code of Business Conduct
Adhere to all OHSA/CCOHS, NFPA, and other applicable health and safety rules and procedures
You will be expected to set an example of company culture with integrity and professional competence
Adhere to all established procedures as defined by ATS Quality Procedures, Process Flows, Work Instructions, Safety Procedures, Policies, and the Employee Expectations
Provide remote assistance to diagnose controls issues at customer sites and use industry best practices utilizing the controls system (PLC’s & HMI’s) as a troubleshooting tool. (Rockwell Studio 5000, Siemens TIAPortal, PanelView+, FTView, etc)
When required, the Specialist will connect remotely to the customer’s controls system
Communicate with ATS Controls and Vision SME’s to make suggestions for improvements and/or upgrades
Remotely assist customers with touching up motion and path to correct faults and customer concerns
Expert with directing customers on using the teach pendant while troubleshooting and adjusting
Complete understanding of Cartesian coordinate system as it relates to a robot's EOAT & Frames/Work Objects, and the ability to teach such frames
Ability to determine potential cycle time improvements related to PLC machine control
Assist customers in diagnosing and resolving servo motor and servo drive issues
Determine machine vision system operational status and qualify the function of the system using statistical and other industry standard verification and validation techniques
Assists customers with making mechanical and software adjustments to visions system camera, lighting, positions, and operational parameters

Requirements

Associates or Bachelor of Science in related field (BSEE, BSEET, BS Industrial Automation, Computer Science, Mathematics, Mechatronics, etc.)
5+ years' experience in automation
Proficient with Microsoft Word, Outlook, & Excel (MS office 365)
Working understanding of mechanical and electrical systems
Must be proficient in reading mechanical and electrical schematics and other machine drawings while referencing the SPL and BOM
Ability to read, speak, write, and understand English in a professional manner
Strong customer service presence with the ability to steer the conversation and de-escalate situations as required
Excellent interpersonal & communication skills
experience working with customers to resolve operational and quality issues
Willingness and ability to travel up to 15%
Must be eligible and able to travel domestically & internationally within 30 days from hire date and legally eligible to operate a vehicle

Nice to have

Ability to do basic/intermediate programming in other programming languages is a plus (i.e. VBA, VB script, C or C++, Python languages)
Experience with 6-Axis and SCARA robots is an asset. Familiarity with the following robots is favorable - Fanuc, ABB, Nachi, KUKA, and/or Motoman
Experience with KUKA SafeOperation, Fanuc DCS, ABB SafeMove

What we offer

Employee Incentive Bonus (EIB) 3-6% (Based on individual and divisional performance)
5% RRSP match
Stock purchase plan
Starting 3 weeks of vacation
Benefits package (health and dental) + $600 health spending account
A chance to contribute to something bigger - advancing the future of healthcare through automation
Competitive starting salaries, overtime pay eligibility, paid vacation, Employee Incentive Bonus program, comprehensive health and dental benefits including Lifestyle Spending Account, 5% RRSP matching program and optional Employee Share Purchase Program

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Intermediate Automation Support Specialist

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