Regional Product Support Expert

We are recruiting to fill the position below:

Job Title: Regional Product Support Expert

Location: Lagos

Your opportunity

• Automation Product Support Expert must secure the operational follow up & technical support of all equipments on the automation side, through the life of the machine.
• At the same time, the expert will ensure proper preparation and distribution of the appropriate documentation concerning the troubleshooting of automation issues on the equipments.
• The expert will also ensure that the population of colleagues (FSE, PM, CCM, ASM) in direct contact with the customer is well supported through email, telephone, RAC, RVA and onsite.
• The Automation Product Support Expert should also be able to provide basic mechanical support to our internal and external customers.

Your Mission

• Travel onsite or coordinate intervention on site of experts in case of technical issues that require a specific RCA, troubleshooting for equipment.
• Secure retrofit application on the installed base
• Provide any preliminary solution to internal and external customers.
• Support FSE during new project installation and service site execution on automation issues (as well as basic mechanical support).
• Provide daily telephone & email support for automation but also for basic mechanical issues to internal (FSE, PM, CCM, ASM) and external customers on Sidel equipment.
• Secure performances of commercially released equipments and lines.
• Contribute to support service activities on spare parts, training, maintenance opportunities, Line Improvement.
• Secure and manage Non-Conformity and warranty cost on the SINCRO tool.
• Provide daily telephone & email support to internal and external customers, throughout the life of the machine
• Participate on the Contact Center Ticketing System and provide solution and support to our external customers as well as to our Field Service Engineer on palletizer equipment.
• Apply Root Cause Analysis methodology on automation and mechanical issues on equipment, driving data collection and preventive/corrective action. Report in a concise manner the issues seen on the field and requests for engineering modification to the Product Group.
• Secure retrofit application on the Equipment installed base concerning automation and mechanical solution.

Your Profile

• English & local languages spoken in the region are a plus
• Knowledge of HMI (Zenon and/or Citect) and Motion platforms (Danfoss and Elau)
• Customer Orientation
• Strong verbal and written communication skills.
• Team Motivation
• Knowledge of PLC platform (Siemens S7, Siemens TIA Portal is a plus, B&R, Rockwell Automation, Elau)
• Ability to manage and satisfy customer requests
• Acknowledge of beverage technology (aseptic and not): combi/stand alone technology & trade/line eqps.
• Bachelor`s Degree or equivalent
• Electrical fundaments (safety equipment, sensors, motion, servo drivers, inverters)
• Problem Solving attitude
• Minimum of 3 years with technical assistance and/or field experience