Filler Automation Product Support Expert

Your opportunity

Filler Automation Product Support Expert is part of the Product Support Americas organization. The job takes place both in the office and onsite. In both situations the resource must secure the operational follow up & technical support of regular filler equipment (standalone or in Combi mode) on the automation side, throughout the whole life of the machine. The candidate should also to secure that the population of colleagues (FSE, PM, CCM, ASM) in contact with the customer are well supported through email, telephone, and onsite support. Finally, the person will also be responsible to secure the preparation and the distribution of the appropriate documentation concerning the troubleshooting of automation issues on regular filler equipment. Filler Automation Product Support Expert provides daily telephone & email support for automation issues to internal (FSE, PM, CCM, ASM) and external customers on regular filler equipment. Secure and manage Non-Conformity and warranty cost on the SINCRO tool. Support FSE during new project installation and service site execution on automation issues. Apply Root Cause Analysis methodology on automation issues on regular filler equipment, driving data collection and preventive/corrective action. Report in concise manner the issues seen on the field and requests for engineering modification to the Product Group. Visit periodically strategic deals & customers to collect customer feedback on performances or eventual technical issues.

Your Mission

• Participate to the Contact Center Ticketing System and provide solution and automation support to our external customers as well as to our Field Service Engineer on regular filler equipment.
• Participate to the On Duty activities to support over zones / regions during the week and the weekend as required by the business
• Provide daily telephone & email support for automation issues to internal (FSE, PM, CCM, ASM) and external customers on regular filler equipment.
• Secure and manage Non-Conformity and warranty cost on the SINCRO tool.
• Support FSE during new project installation and service site execution on regular filler automation issues.
• Apply Root Cause Analysis methodology on automation issues on regular filler equipment, driving data collection and preventive/corrective action. Report in concise manner the issues seen on the field and requests for engineering modification to the Product Group.
• Provide any preliminary solution to internal and external customers
• Secure retrofit application on the regular filler equipment installed base concerning automation solution.
• Contribute to support service activities on spare parts, training, maintenance opportunities, Line Improvement.
• Visit periodically strategic deals & customers to collect customer feedback on performances or eventual technical issues.
• Travel onsite or coordinate intervention on site of experts in case of technical issues that require a specific RCA, troubleshooting for regular filler equipment.

Your Profile

• 3 years at least of technical assistance and/or field experience
• Knowledge of SIDEL regular filler equipment (Combi / Standalone) is a plus
• Fluent level of English is a must
• Knowledge of PLC platform (Siemens S7, B&R)
• Knowledge of HMI (Zenon and/or Citect) and Motion platforms (Danfoss, ELAU)
• Ability to manage and satisfy customer requests
• Problem Solving attitude
• Leadership during internal and external meetings (regions, customers)
• Strong organizational and analytical skills