Service & Support Lead Engineer

Overview:We are looking for a Service & Support Lead Engineer pivotal in ensuring successful implementation and ongoing support for our automation solutions. The ideal candidate blends technical prowess in software, electrical, and mechanical systems with superb interpersonal skills for exceptional customer experiences.Key Responsibilities: Refine and oversee all support processes and tools.Efficiently coordinate customer support operations.Establish tailored support teams per business needs.Drive post-sales business development initiatives.Champion adoption of Support Services Agreement (SSA).Identify avenues for post-sales business growth (e.g., spare parts, training).Expand team capacity in line with business growth goals. Technical Support: Provide expert-level technical support for our automation solutions (software, electrical, mechanical)Collaborate with cross-functional teams for timely issue resolution.Utilise remote diagnostic tools for efficient problem analysis. Customer Interaction: Foster positive customer relationships.Communicate complex technician concepts effectively.Ensure a high customer satisfaction through proactive engagement and problem resolution. Team Collaboration: Collaborate with internal SMEs, including software developers, electrical engineers & technicians, and mechanical experts, to address and escalate technical issues.Contribute insights on recurring customer issues and feedback.Participate in knowledge-sharing activities to enhance the collective expertise of the support team. Documentation: Create and maintain comprehensive documentation, including troubleshooting guides, FAQs, and best practices.Keep internal knowledge bases up to date with the latest information regarding common issues and solutions. Continuous Improvement: Identify opportunities for process improvement within the support function.Stay current on industry trends, emerging technologies, and best practices to enhance personal and team knowledge. Qualifications & Experience: L6 Craft in Electrical/Mechanical or bachelor’s degree in electrical engineering, Mechanical Engineering, Computer Science, or related field.Proven experience in technical support roles with a focus on automation solutions.Strong understanding of software, electrical, and mechanical systems. Key Skills & Abilities: Excellent troubleshooting and problem-solving skills.Exceptional interpersonal and communication skills.Team player with the ability to work collaboratively in a fast-paced environment.Strong customer service orientation. What we offer:At Modular Automation, we offer a comprehensive benefits package to support our employees’ well-being and professional development, including flexible work arrangements, health insurance contributions, company bonus, maternity and paternity leave, pension plan, training support, and various wellness initiatives.About Modular Automation:Modular Automation, based in Shannon, Co. Clare, is an engineering company offering automation and integration solutions to the world’s leading medical technology manufacturers. We excel in the integration of the latest engineering technologies such as collaborative and autonomous mobile robots (AMR’s), machine tending and transport solutions, and Industry 4.0 applications. Our company’s excellence is rooted in a fusion of pioneering design, advanced engineering, and an unwavering dedication to precision.In November 2023, Automated Industrial Robotics Inc from Los Angeles, USA and funded by ARES Management private equity group, acquired Modular Automation, and began forming a new company – AIR – to bring together a specialist Automation organisation consisting of constituent SME automation companies with complimentary skills, capabilities, and track records. Modular sits within this new company global company, whilst retaining its brand, strategy, and leadership team.Our purpose at Modular is to enable the world’s leading medical technology companies to manufacture sophisticated, ultra-high quality, life-changing products, at scale. Over our 40-year history, we have garnered a significant reputation with our customers for delivering innovative and reliable automation solutions. We are proud at Modular, to work within a talented and diverse community of professionals who bring expertise and innovation into solving the automation challenges of our medical device customers.For ten consecutive years, Modular has received recognition by Deloitte as a Platinum level “Best Managed Company”. We operate in a customer-centric and collaborative culture and environment, and the way our team works together and with our partners and customers builds long-term trust and deep relationships. We have the expertise, commitment, and determination to make the unknown known, and our team will go the extra mile to make it happen.This job description is intended as a summary of the primary responsibilities and qualifications for this position. It is not exhaustive and may be subject to change. Modular Automation is an equal opportunities employer.Modular Automation is an Equal Opportunities Employer.