Aseptic Blower Automation Product Support Expert

Your opportunity

Aseptic Blower 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 selected candidate must secure the operational follow up & technical support of all aseptic blower equipment (standalone or in Combi mode) on the automation side, throughout the whole life of the machine. The selected candidate will also secure that the population of colleagues (Field Service Engineer, Project Manager, Customer Care Manager, Service Account Manager) in contact with the customer are well supported through email, telephone, and onsite support. The individual is also responsible for securing the preparation and the distribution of the appropriate documentation concerning the troubleshooting of automation issues on aseptic blower equipment. Aseptic Blower Automation Product Support Expert should also be able to provide basic mechanical support to our internal and external customers.

Your Mission

• Participate to the Contact Center Ticketing System and provide solution and support to our external customers as well as to our Field Service Engineer on aseptic blower equipment.
• Participate to the On Duty activities to support the North American customers as well as over regions during the week and the weekend as required by the business.
• Provide daily telephone & email support for automation but also for basic mechanical issues to internal (Field Service Engineer, Project Manager, Customer Care Manager, Service Account Manager)) and external customers on aseptic equipment.
• Secure and manage spare part request and warranty cost in the SWAP / Ticketing System tool.
• Support Field Service Engineer during new aseptic project installation and service site execution on automation issues (as well as basic mechanical support).
• Apply Root Cause Analysis methodology on automation and mechanical issues on aseptic blower 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 aseptic blowers installed base concerning automation and mechanical solution.
• Be responsible of the aseptic blower spare part programming (Hard Drive, CF card programming, etc.) ordered by our customers (Spare Part or emergency).
• Contribute to support service activities on spare parts, training, maintenance opportunities, Line Improvement.
• Visit periodically strategic deals & customers in order 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 Root Cause Analysis, troubleshooting for aseptic blower equipment.

Your Profile

• Minimum of 3 years of technical assistance and/or field experience
• Knowledge of aseptic technology (SIDEL Aseptic equipment preferred): Combi / Standalone equipment.
• Ability to manage and satisfy customer requests.
• Electrical fundaments (safety equipment, sensors, motion, servo drivers, inverters…)
• Knowledge of PLC platform (Siemens S7, Siemens TIA Portal is a plus, B&R, Rockwell Automation)
• Knowledge of HMI (Zenon and/or Citect) and Motion platforms (Danfoss and Elau)
• Ability to work from the office located in Norcross, GA at least 4 days per week