Manufacturing Support Engineer

Position Summary

The IT Manufacturing Engineer will promote enterprise solutions across the region in the Manufacturing and R&D area in alignment with IT Business Partners and support business strategy and objectives in collaboration with Global IT. The person will be accountable for ensuring a robust support structure and/or transition plan is put in place for manufacturing and R&D systems in the region and collaborate with others to ensure systems are running a standard OS, have a defined business and IT owner, and new manufacturing systems are integrated in alignment with Industry 4 standards.

The role requires excellence in customer service skills and the capability to build strong collaborative relationships ensuring that the day to day needs of the business are met in a timely manner. The role is required to provide guidance and expertise to various business teams including Advance Operations, Engineering and R&D, with specific focus on hardware & software.

Essential Duties & Responsibilities

• Define a robust support structure and/or transition plan for manufacturing systems in the region.
• Define an upgrade path for legacy manufacturing systems reducing the number of out of warranty devices in the region.
• Secure and contain the manufacturing environment.
• Provide Level 3 support related to Manufacturing and R&D issues, for desktop, operating systems, antivirus and application software, development changes as required and ensure technical issues are resolved and solutions are properly documented.
• Develop knowledge-based articles on common issues and daily support. Provide guidance and direction to Level 2 technical support, with a focus on shift left activities where possible.
• Ensure documentation that is relevant to the service is maintained in a meaningful and accessible manner. This includes system documentation, requirements, test scripts, knowledge articles, configuration, runbooks, etc.
• Responsible for providing knowledge and expertise to IT, the business and process owners in identifying opportunities for technology upgrades and roadmaps.
• Have a deep understanding of Machine level integration as it applies to Shop Floor systems integration with the business layer. Provide guidance to business and IT teams and contribute to development of standards to be adopted by business and IT.
• Work on approved Global IT Projects, ensuring integration of all new manufacturing systems are in line with Global IT and Industry 4 standards.
• Recommend business processes and implement system changes that improve efficiency, cost savings and business outcomes.
• Lead the adoption of enterprise systems across our client, minimizing reliance on point or plant specific solutions.
• Lead discussions on manufacturing business projects related to IT hardware, connectivity & software
• Partner with business and technical teams to drive consensus on the best solution to business problems and the delivery of new solutions and enhancements.
• Support the delivery teams with adherence to our client's patching, anti-virus, firewall and security standards on shop floor.
• Promote and increase awareness and adoption of industry 4.0 standards across Global IT Operations and processes.
• Responsible for contributing to process execution across all operational processes (e.g., incident, problem, change, configuration, asset etc.) related to the service.
• Build strong collaborative relationships with Manufacturing and Advanced Operation functions and leaders globally.
  
  

Education & Special Trainings

• Min 6 years of experience in IT, with 2+ years of infrastructure engineering experience within large organizations and/or global teams delivering successful projects or programs.
• Minimum bachelor’s degree in technology related discipline or equivalent work experience.
  
  

Preferred certifications in advance for expert level for specific technology platform.

Qualifications & Experience

• Experience designing, implementing, supporting, and maintaining enterprise scale IS solutions.
• Experience delivering complex infrastructure projects.
• Experience with IT systems in a manufacturing and R&D environment required.
• Experience with Service-Now and ITIL preferred.
• ITIL certification a plus
  
  

Physical & Mental Requirements

• Excellent interpersonal, written and verbal, communication skills with ability to present ideas effectively both in-person and remotely.
• Demonstrated customer service focus.
• Self-motivated, able to work effectively as part of a cross functional team to resolve business critical issues.
• Ability to deliver exceptional results under pressure, while working in a fast-paced environment with shifting priorities.
• Proactive and flexible approach to work.
• Excellent technical, troubleshooting, and problem-solving skills across multiple technology disciplines.
• Ability to think globally and strategically when approaching technical problems.