SENIOR TECH SUPPORT ENGINEER – Reading

This position is to provide phone and electronic support to Wonderware customers. The products in which this position will support are all Device Integration products and DNC Pro and/or Factelligence.

Principle Duties and Responsibilities: Describe major duties and responsibilities. Focus on the end results expected and indicate how much time is devoted to each (% of time)

(80%-83%) Responding to phone and email inquiries from customers who are calling for assistance with our software. Recording the customer’s support issue and the steps to resolution into a call tracking database. Testing (reproducing customer issues) both software and hardware on a daily basis.

(15%) Creating technical documentation, knowledge objects, and articles as part of pro-active knowledge transfer efforts. Contributing content to the Technical Support and other web sites or to technical conferences, as required.

(2%-5%) Travel to customers’ facilities and/or travel for training purposes.

Key Relationships: List primary customers and describe typical internal and external contacts.

Primary customers include Wonderware’s global network of distributors, system integrators, and other Wonderware employees.

Some, mostly domestic, travel is required. Must have a valid passport and be able to travel internationally as needed. Clear English speaking and solid writing skills.
Comparators: Note typical job titles found in external marketplace and/or internal peers.

Ideal to have: Prior documented experience with Factelligence (or InTrack/MEM) and/or DNC Pro

Required skills, experience, education and
level of importance
2+ years PLC experience (either installation, programming, or troubleshooting)
- Medium

MES and/or HMI/SCADA industry domain experience -- Medium/High

Experience with common industry I/O such as that from Allen-Bradley, Modicon and Siemens
- Medium

WinXP Pro, Win 2000 Professional and Server Win 2003 experience
- High

Windows, PC and Network troubleshooting experience
- High

Strong problem solving skills
- High

A commitment to customer service
- High

Solid written and verbal communication skills
- High

Understanding of Microsoft and Oracle Database platforms
- High

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