General Summary

The Automation Service Engineer serves as a main point of contact for McNaughton-McKay’s customers on service and solution projects, and serves as the company liaison with customers on administrative and technical matters for assigned projects.  They are responsible for effectively providing services to support the on-site installation, start-up, maintenance, commissioning, configuration, and operation of automation control systems, advanced manufacturing software applications, drive systems, manufacturing systems, industrial networks, and the individual products which comprise these systems.

Key Responsibilities

1. Willing to travel to customer sites to provide on-site services in many cases with little notice and remain on-site for the duration of time required to perform the troubleshooting and service functions. This may include long hours outside of a normal shift, nights, weekends, and holiday work.
2. Focuses on the delivery and execution of Services and Solutions projects with a fixation on achieving best-in-class customer service and exceptional customer business outcomes.
3. Provides remote support for scheduled or unscheduled projects and opportunities.
4. Able to develop code for automation controllers (PAC/PLC), creates visual displays (HMI), and commissions VFDs for new and existing applications.
5. Ability to troubleshoot, diagnose, and maintain complex automation systems, electrical control devices, mechanical units, and peripheral equipment.
6. Effectively manages multiple projects with different customers simultaneously, while coordinating efforts and communicating within the team to ensure deliverables are met.
7. Demonstrates a high aptitude in soft skills in high pressure situations. Must be an effective communicator, able to assist customers in understanding complexities during projects, as well as, listening to and interpreting customer requirements and feedback.
8. Systematic thinker that can understand the varying complexities of our customers businesses, and the foresight to see potential risk before, during, and after a project concludes; has the ability to develop a plan to mitigate those risks.
9. Manages and/or assists in sales pursuit and strategy.
10. Identifies ways to improve processes and provide better customer service.
11. Assists in developing and executing the SaS strategic business plan to achieve target KPIs.
12. Maintains a service tool kit to facilitate rapid customer response.
13. Supports the quality initiatives set forth by the Region.
14. Follows all safety policies and procedures and completes the provided training.

Knowledge/Skills/Abilities

1. Bachelor’s degree in Engineering, Technology or similar field required.  Industry experience (8+ years) will be considered in lieu of Bachelor’s degree.
2. Manage and/or assist in sales pursuit and strategy.
3. Ability to negotiate project deliverables, change orders, and terms.
4. Polished and professional technical/business communication skills in a fast-paced team environment. 
5. Interact with customers and vendors in a professional and business appropriate manner, with the ability to create and maintain positive relationships.
6. Thorough knowledge of the assigned services and solutions offering, as well as, our broad product offering, while staying current with the latest relevant technologies and competitive offerings.
7. Must have effective writing skills to complete a Field Service Report for each customer service call.
8. Must be able to utilize the CRM package to update account activities.

Travel Requirements:     50% business travel; some overnight travel required

EEO/AA/M/F/Vet/Disability Employer