Intermediate Automation Support Specialist

The world isn’t standing still, and neither is ATS Life Sciences - We don’t follow the trends. We set them!

Are you interested in being part of a team that makes a difference? Join our growing ATS Life Sciences Systems team a division of ATS Corporation, a publicly traded global enterprise with a proud history, we are helping advance the future with our factory-wide automation solutions. Within Life Sciences Systems, what we do matters – we custom design, build and service critical automated solutions for medical device and pharmaceutical companies.

We are dedicated to assisting our customers in improving the quality of life for people around the world. When there is no room for error, and product failure is not an option, leading life sciences companies trust us to resolve their production challenges.

Automation Support Specialist

WHAT'S IN IT FOR YOU

Benefits:

• Compensation: $36.60 - $50.24 CAD

• Annual Performance-Based Incentive Bonus

• 5% RRSP match
• Stock purchase plan
• Starting 3 weeks of vacation
• Benefits package (health and dental) + $600 health spending account
• A chance to contribute to something bigger - advancing the future of healthcare through automation.

Job Description

OVERVIEW:

The ATS Connected Care Hub (CCH) 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, CCH offers an opportunity for a dynamic individual to create a well-defined offer structure of high-value service solutions to drive customer value.

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

RESPONSIBILITIES:

• 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.
• Leverage AI as an aid to perform tasks and support customers.
• 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 CCH team.
• 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…