Sr. Automation Support Specialist

ATS Global Service is a dynamic, innovative team that drives the delivery of value-driven services to our customers worldwide. As a vital facet of ATS’ commitment to delivering unparalleled value, Services offers an opportunity for a dynamic individual to create a well-defined offer structure of high-value service solutions to drive customer value.

Our Connected Care Hub (CCH) in Cambridge, ON is currently looking for a bright, ambitious Automation Support Specialist who enjoys offering technical guidance to clients and collaborating with teams across ATS to solve complex problems.

The Senior Automation Support Specialist will provide white-glove remote technical 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 Senior Automation Support Specialist will be proficient in troubleshooting the above-mentioned systems and have experience supporting customers and their equipment remotely.

• 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.
• 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 ATS Remote Ops Manager.
• 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.
• Ensure that all business activities are performed with the highest ethical standards and in compliance with the ATS Code of Business Conduct.

• 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+, FT View, 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.
• 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.
• 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.

• Associates or Bachelor of Science in related field (BSEE, BSEET, BS Industrial Automation, Computer Science, Mathematics, Mechatronics, etc.)
• 10+ years' experience in automation industry.
• Proficient with Microsoft Word, Outlook, & Excel.
• Ability to provide support and troubleshooting remotely for customers.
• Ability to do basic/intermediate programming in other programming languages is a plus (i.e. Visual Basic, C or C++ language).
• 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, & 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 15% and work a hybrid schedule from the office and remotely.
• Must be eligible and able to travel domestically & internationally within 30 days from hire date and legally eligible to operate a vehicle, as this is an essential job function.