As Service Expert, you are the technical owner of the PLC software layer and hardware of the conveyor systems at Movu (MCS/Metafora). You manage and develop the PLC knowledge base to support our field service engineers and remote support as second-line support. You combine deep PLC expertise with a product-oriented mindset.
Your Tasks & Responsibilties:
Manage PLC-related product knowledge
- Manage the PLC-related technical data of conveyor systems and make it available in an accessible way for service technicians and the helpdesk
- Maintain PLC software versions and standards
- Document diagnostics, fault handling, and recovery procedures
- Define update and upgrade guidelines
- Maintain as-built software documentation
Second-line support & technical escalations
- Remotely support the field service team as second-line support
- Act as the point of contact for PLC-related technical escalations from Service and the first-line helpdesk
- Analyse PLC/software issues in the field and determine the correct prioritisation towards the Quality Monitoring Board (Movu Q)
- Participate in the Quality Board and represent Service Operations
- Take part in a rolling 24/7 support system for teams and customers
Troubleshooting & system support
- Troubleshoot and support existing PLC-controlled systems
- Analyse software-related malfunctions and system behaviour
- Support and validate PLC software updates, parameter changes, and bug fixes
- Support on-site interventions when required (no greenfield development)
Training, standards & continuous improvement
- Support the creation and delivery of PLC-related training for service teams.
- Act as the point of contact for the latest PLC-related product information
- Develop and improve structures, tools, and guidelines for how service engineers troubleshoot and maintain PLC systems
- Monitor the serviceability and stability of PLC software and act as a driving force for improvements in future releases
- Manage PLC-related technical changes and coordinate the required field actions
- Collect customer and field feedback on PLC functionality and translate and prioritise this towards Software teams.