S
Regional Product Support Engineer
Sidel
Nigeria · On-site Full-time Today
About the role
Location
Lagos
Title
Regional Product Support Engineer
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. 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. 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 Automation Product Support Expert should also be able to provide basic mechanical support to our internal and external customers.
Your Mission
- 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.
- 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 and manage Non-Conformity and warranty cost on the SINCRO tool.
- Support FSE during new project installation and service site execution on automation issues (as well as basic mechanical support).
- 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.
- Provide any preliminary solution to internal and external customers.
- Secure retrofit application on the Equipment installed base concerning automation and mechanical solution.
- Contribute to support service activities on spare parts, training, maintenance opportunities, Line Improvement.
- Travel onsite or coordinate intervention on site of experts in case of technical issues that require a specific RCA, troubleshooting for equipment.
- Provide daily telephone & email support to internal and external customers, throughout the life of the machine
- Secure retrofit application on the installed base
- Secure performances of commercially released equipments and lines
Your Profile
Level of Education and Language
- Bachelor Degree or equivalent
- Good level of English
- Local Languages spoken in the region are a plus
Level of Experience and Skills
- Minimum of 3 years with technical assistance and/or field experience
- Electrical fundaments (safety equipment, sensors, motion, servo drivers, inverters)
- acknowledge of beverage technology (aseptic and not): combi/stand alone technology & trade/line eqps.
- Knowledge of PLC platform (Siemens S7, Siemens TIA Portal is a plus, B&R, Rockwell Automation, Elau)
- Knowledge of HMI (Zenon and/or Citect) and Motion platforms (Danfoss and Elau)
- ability to manage and satisfy customer requests
By applying to this vacancy, the applicant acknowledges and agrees to the processing of his/her personal data included in the job application.
Requirements
- Bachelor degree or equivalent
- Minimum of 3 years of technical assistance and/or field experience
- Good level of English (local languages a plus)
- Knowledge of electrical fundamentals (safety equipment, sensors, motion, servo drivers, inverters)
- Understanding of beverage technology (aseptic and non‑aseptic, combi/stand‑alone technology & trade/line equipment)
- Experience with PLC platforms (Siemens S7, Siemens TIA Portal preferred, B&R, Rockwell Automation, Elau)
- Experience with HMI systems (Zenon and/or Citect)
- Experience with motion platforms (Danfoss and Elau)
- Ability to manage and satisfy customer requests
- Root Cause Analysis methodology
Responsibilities
- Participate on the Contact Center Ticketing System and provide solution and support to external customers and Field Service Engineers on palletizer equipment
- Provide daily telephone & email support for automation and basic mechanical issues to internal (FSE, PM, CCM, ASM) and external customers on Sidel equipment
- Secure and manage Non‑Conformity and warranty cost on the SINCRO tool
- Support FSE during new project installation and service site execution on automation issues (including basic mechanical support)
- Apply Root Cause Analysis methodology on automation and mechanical issues, driving data collection and preventive/corrective action
- Report issues seen on the field and requests for engineering modification to the Product Group
- Provide preliminary solutions to internal and external customers
- Secure retrofit application on the equipment installed base concerning automation and mechanical solutions
- Contribute to support service activities on spare parts, training, maintenance opportunities, and line improvement
- Travel onsite or coordinate intervention of experts for technical issues requiring specific RCA or troubleshooting
- Secure performances of commercially released equipment and lines
Skills
Electrical fundamentalsBeverage technologyPLC programming (Siemens S7, TIA Portal, B&R, Rockwell, Elau)HMI (Zenon, Citect)Motion control (Danfoss, Elau)Root Cause AnalysisCustomer support (phone, email, ticketing)Documentation preparationOn‑site troubleshootingRetrofit implementation
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