Hotline Engineer - Customer Support

BEUMER Group is an international manufacturing leader in intralogistics in the fields of conveying, loading, palletising, packaging, sortation and distribution technology. BEUMER Group offers the right solution for almost every logistic challenge. We are a family owned, intralogistics leader, where tradition and innovation go hand in hand. We are pd of what our employees create each day. Integrity, Inspiration, Quality and Teamwork!

General Responsibility

The Customer Support Hotline Engineer is a hands-on position requiring excellent technical, organizational and communication skills.  The Customer Support Hotline Engineer applies sound electrical and controls experience and builds upon your capacity to support our hotline team based upon the needs of our clients within North America, Mexico and Central America regions.  

Additionally, the Customer Support Hotline Engineer is responsible for the coordination and execution of hotline services in an effort to localize resources and to support our expanding and legacy customer base. The focus of this position will be on the development of this group in terms of process, organization, training, reporting and coordination with our European hotline groups.  

Responsibilities

• Configure various network connections as related to virtual private networks, NAT addressing, and general network configuration in accordance with BEUMER Information Technology rules and regulations.
• Maintain the BEUMER VMware VDI remote access environment.
• Ability to learn and understand electrical and control aspects of installed systems.
• Access and troubleshooting of electro-mechanical components and systems, including PLC and PC communications.
• Understanding system applications and how they translate into operational and functional requirements.
• Effective, courteous communication with customers and provide technical expertise to guide and aid in issue resolution.
• Investigate a root cause analysis or develop another corrective action in resolving issues.
• Communicate and coordinate problem resolution actions with engineering, customer support, and other personnel to resolve issues.
• Interpret maintenance manuals, schematics, wiring diagrams and other documentation.
• Instructs and directs workers in servicing and repairing equipment.
• Consults with engineering personnel to resolve unusual problems in system operation and maintenance.
• May supervise workers in testing, tuning, and adjusting equipment to obtain optimum operating performance.
• Understand electrical drawings and specifications as they relate to machine control programming.
• Strong Customer communication skills.
• Develop and implement strategies and standards for training, skills matrix, response and reporting.
• Utilize best practices with our European hotline and technical groups.
• Utilize stage gate process in regard to hotline and new systems.
• Utilize best practices of Service Now, as defined by Technical Team Leader.
• May be assigned to special projects or additional tasks

Required Skills and Abilities

• Associates or Bachelor's degree in Electrical Engineering, Engineering Technology, technical courses of study or other combinations of experience and training that meet the minimum requirements.
• Cisco Certification is required
• Detailed knowledge about VMware, Windows and Cisco network products
• Strong time management skills and attention to detail
• Excellent verbal, written and interpersonal skills
• Ability to handle multiple tasks and work under pressure; sense of both urgency and thoroughness.
• Professional, positive, and energetic attitude.
• Self-motivated, trustworthy, respectful of others.

Knowledge of:

• Strong PC skills (Windows, Word, Excel, remote capabilities).
• Strong understanding of industrial power, electrical and control circuits and devices.
• Good understanding of networks and networking.
• Demonstrated capability in PLC programming, with specific focus on SCO Unix, Linux, Siemens, and Allen Bradley based systems. 

Ability to:

• Interpret schematics, diagrams and other documentation
• Attention to detail and the ability to learn quickly.
• Work as part of a team and independently when needed
• Use computer-based tools for communication, trouble shooting, and programming.
• To quickly acquire programming skills for machine control platforms.
• Travel domestically 50% of the time and internationally occasionally

Desired Experience

• Demonstrated expertise of:
• Network topology and configuration.
• Electrical and control troubleshoot.
• PLC and PC based Programming.

Commitment Required.  We are looking for a long-term commitment, the ability to set and meet goals, and the willingness and ability to travel 50% of the time.

BEUMER is an innovative company, where every employee is part of the "family". Because our employees are our most important asset, here are some of benefits we currently offer full-time employees. And by the way, no waiting period, they start when you do:

• We pay 100% of medical & dental premiums for you AND your eligible dependents
• 401k Retirement Plan with a generous match, because we care about your future
• Life Insurance is provided free for all employees
• Generous amount of paid time off
• Long-term disability (yes, we cover that too!)

BEUMER is an equal opportunity employer and affords equal opportunity to all applicants and employees for all positions without regard to race, color, religion, gender, national origin, age, disability, veteran status or any other status protected under local, state or federal laws.