Service Technical Support

7 months ago


Newtown, United Kingdom RMGroup Full time

RMGroup specialise in the supply of Process and Packaging machinery including Robotic Automation to various industries across the globe. The company continues to demonstrate rapid growth and continually seeks aspiring individuals to join the team.

As Service Technical Support, you will be responsible for taking ownership of technical issues relating to previously supplied machinery. Diagnosing faults through troubleshooting and identifying solutions to resolve.

The role is centred around providing the best possible support customers and service engineers in a timely manner. With a combination of remote and on-site work, applicants will work closely with the service team on a day-to-day basis to offer industry leading support.

**Duties and Responsibilities**:

- Modification of existing Robot programmes to cater for customers ever changing needs. Installation of additional equipment & programmes.
- Research and identify solutions to software and hardware issues.
- Diagnose and troubleshoot technical issues with automation systems.
- Ask customers targeted questions to quickly understand the root of the problem.
- Properly escalate unresolved issues to appropriate internal teams (e.g. back to service manager/administrator for engineer dispatch, or to senior technical team).
- Provide prompt and accurate feedback to customers.
- Ensure all issues are properly logged on internal communications software ‘Combox’
- Prioritize and manage several open issues at one time.
- Be organized to ensure customers aren’t missed, and information is passed on if further assistance is needed.
- Document technical knowledge in the form of notes and accurate reports inside Commbox for resolutions to issues.
- Maintain great relationships with clients.
- Support on site service engineering team when needed remotely, with a focus on growing their skillset on fault resolution and programming.

**Desired Skills and attributes**
- Experience of Robot programming required. Proficiency with ABB IRC5/S4C programming essential.
- Demonstrate ability in PLC and Robotic fault finding.
- Knowledge of PLC Programming (Preferably Siemens S7-1200) & HMI Programming (Preferably Siemens, Weintek) needed. Further training may be provided.
- Effective team working skills

**Hours**: 45 Hours. More may be required during site visits.

**Work Base Location**: RMGroup, Unit C, Mochdre Industrial Estate, Newtown, SY16 4LE

**Salary**: Competitive salary dependant on experience.

**Included**: Laptop, phone, uniform and pension provided. Vehicle for travel to customer sites.



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