Location: Ireland LIMERICK   Type: Full Time

Job Summary:

The role of a Technical Support Specialist is critical to the success of the business. The candidate will be responsible for the full troubleshooting of serialization and tracking solutions in the various customer environments. You will also be responsible for ensuring software integrity and minimizing customer downtimes. The role involves direct communication with the customers and field personnel working remotely in a fast-paced manufacturing environment.  

Tasks:

  • General

Configure automation and serialization software according to the client’s specifications and ensuring it meets customer needs.

Work with Field Technicians during integration and fine-tuning of Optel vision and serialization systems.

  • Quality

Responsible for software integrity and managing configuration change.

Clearly document customer interactions, troubleshooting steps, and identify the root cause for issues.

Collaborate with different product development platforms to resolve issues, improve performance, and eliminate solution issues.

Understanding of software validation principles. (an asset)

  • Support

Provide timely technical support to external and internal clients including customers, Project Management, and Field Technicians.

Manage customer escalations and provide clear concise communications to facilitate a quality customer experience.

Ensure that the systems function properly according to defined configuration specifications.

Participate in the software integration with OEM equipment.

Assess the feasibility of a project based on risks.

Occasional travel can be required for onsite support during system integration.

 

Required Skills:

University diploma in computer science or relevant fields

Previous application support experience

Understanding of XML and the ability to modify configurations

Knowledge of GitHub and/or software version management

Previous experience working with virtual environments

Prior experience with automation software (asset)

Knowledge of Python troubleshooting (asset)