Regional Product Support Expert - Automation

Role Overview

This role involves providing ongoing operational oversight and technical assistance for automation equipment throughout its lifecycle. The expert supports colleagues such as Field Service Engineers, Project Managers, and Account Service Managers working directly with customers by offering guidance via email, phone, remote access, and onsite visits. Additionally, preparation and dissemination of troubleshooting documentation for automation issues are key responsibilities. Basic mechanical assistance is also part of the role.

Primary Duties

• Manage support tickets, delivering resolutions to customers and Field Service Engineers regarding palletizer automation equipment.
• Offer daily email and phone assistance for automation and fundamental mechanical issues concerning internal teams and external clients using Sidel machinery.
• Handle non-conformities and warranty costs through the SINCRO tool.
• Assist Field Service Engineers during new project installations and service site operations focused on automation and related mechanical support.
• Conduct root cause analyses on automation and mechanical faults, steering data gathering and corrective and preventive actions, and concisely reporting field issues and engineering modification requests.
• Provide preliminary solutions to customers and internal teams.
• Ensure retrofits for installed equipment bases concerning automation and mechanical improvements.
• Contribute to services such as spare parts support, training, maintenance, and line improvement initiatives.
• Travel or coordinate expert visits for complex onsite technical troubleshooting requiring detailed root cause analyses.
• Support equipment performance and line efficiency throughout the machine's operational lifespan.

Candidate Profile

• At least 3 years of experience in technical support or field roles.
• Solid knowledge of electrical fundamentals including safety systems, sensors, motion control, servo drivers, and inverters.
• Familiarity with beverage technologies, both aseptic and non-aseptic, including combi and standalone machinery and related production line equipment.
• Experience with PLC platforms such as Siemens S7, Siemens TIA Portal (preferred), B&R, Rockwell Automation, and Elau.
• Understanding of HMI systems like Zenon or Citect and motion control platforms like Danfoss and Elau.
• Strong customer management skills and the ability to meet client needs effectively.
• Bachelor's degree or equivalent qualification.
• Proficiency in English; knowledge of local Nigerian languages is advantageous.
• Customer-centric mindset coupled with a proactive problem-solving approach.
• Motivated team player with excellent verbal and written communication abilities.

Additional Details

Contract Type: Permanent

Country: Nigeria

Location: Lagos