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Overview:
Service Specialist is an entry level position responsible for service and support across multiple client accounts, maintaining and servicing control systems and related equipment. The role entails fulfilling obligations outlined in customer service and support agreements, involving tasks such as direct customer engagement, troubleshooting electrical panels and instrumentation, programming, documentation, and field testing. A Service Specialist must be able to work independently on service and support efforts and may also be asked to assist in project work as part of a team led by an experienced colleague. Much of the work will occur at the customer site and involve travel
Responsibilities:
Technical Support: Service Specialists are responsible for various service and support functions across multiple client accounts. This role typically involves maintenance, and enhancement of control systems to ensure 24/7 facilities operations. Day-to-day tasks will be determined by the specific requirements of each service and support agreement.
Typical tasks include;
Support:
Troubleshoot issues with controls systems both remotely and at customer locations
Respond to incidents, outages, and service disruptions, serving as a first point of contact for customer issues
Conduct root cause analysis’ and Implement solutions
Perform installations, repairs, and upgrades on automation systems
Maintain detailed records of service activities, including reports, maintenance logs, and equipment manuals
On-call:
Provide availability and respond promptly to critical technical issues during designated on-call periods
Monitor various service and support channels, collaborating with technical teams to swiftly resolve critical incidents
Follow incident response protocols and generate necessary documentation.
Maintenance
Conduct regular inspections, maintenance, and software updates on control systems
Identify and address system malfunctions or inefficiencies
Implement system upgrades and enhancements to improve efficiency and performance
Conduct training sessions for clients and internal teams on the use and maintenance of automation systems
Continuous Improvement
Stay updated on industry trends and new technologies to improve service offerings
Sales and Business growth
Drive business growth by providing exceptional service and fostering strong client relationships
Serve as a technical contact and maintain relationships with customers
Provide technical advice to the sales team
Project work
Instrumentation and Electrical Design
Create instrument lists, compile submittal and procurement documentation
Provide technical support for panel fabrication technicians
Inspect completed control enclosures
System Design and Configuration
Participate in customer design review meetings
Configure user interface and HMI screens
Configure DDC, PLC and/or DCS control algorithms
Assist in developing and performing customer acceptance testing
Onsite System Startup
Install project software and configuration onto site systems
Perform instrumentation and system startup and testing
Troubleshoot installation discrepancies and program field modifications as required
Assist with developing training documentation/presentation on operations and maintenance of system
Qualifications:
Required Qualifications
Associate degree in a mechanical or electrical program, or equivalent experience as determined by interview
Hands-on experience with Microsoft Excel, Microsoft Word, and Microsoft Outlook
Professional level English (C1, C2, or Native)
Ability to work in Netherlands and other European countries without sponsorship
Preferred Qualifications
Experience in the automation industry, including technical support and service
Experience with one or more of the following platforms:
Inductive Automation Ignition
Rockwell ControlLogix/CompactLogix, PlantPAx, or FactoryTalk
Emerson DeltaV
Schneider Electric Modicon PLCs, EcoStruxure, PowerSCADA, or Power Monitoring Expert (PME)
AVEVA System Platform or AVEVA PI Historian System
Siemens S7, PCS7, or WinCC
Other: VMWare, Cisco or Fortinet Networking and Firewalls
Similar software platforms
Skills
Understanding of control system design and coding
Self-motivated, organized, and able to prioritize a variety of tasks
Ability to handle sensitive and confidential information
Technical knowledge of automation systems and equipment.
Excellent communication and interpersonal skills.
Customer-focused mindset with a commitment to delivering exceptional service.
Ability to work independently and as part of a team.
Willingness to travel to client sites as needed.
Problem-solving and critical-thinking abilities.
Knowledge of industrial control protocols like Modbus, DNP3, Profibus, etc.
Experience in troubleshooting and working with 3rd party support services
Experience with electrical and instrumentation diagrams (including block diagram, connection diagrams and instrument loops).