Regional Product Support Engineer - Automation

About the role

The Automation Product Support Expert secures operational follow-up and technical support for all automation equipment throughout the life of the machine. The expert also supports colleagues in direct contact with customers (FSE, PM, CCM, ASM) by email, telephone, RAC, RVA and onsite, prepares and distributes troubleshooting documentation, and provides basic mechanical support to internal and external customers. The position is based in Nairobi, Kenya.

Key responsibilities

• Take part in the Contact Center ticketing system and support external customers and Field Service Engineers on palletizer equipment.
• Provide daily telephone and email support for automation and basic mechanical issues on Sidel equipment to internal and external customers.
• Manage non-conformities and warranty costs on the SINCRO tool.
• Support FSE during new project installations and service site execution, including basic mechanical support.
• Apply root cause analysis to automation and mechanical issues, collecting data and driving preventive and corrective actions.
• Report field issues and requests for engineering modifications to the Product Group, and give preliminary solutions to customers.
• Contribute to spare parts, training, maintenance and line improvement support services.
• Travel onsite or coordinate expert interventions for complex technical issues requiring a specific RCA.
• Ensure the performance of commercially released equipment and lines.

Required profile

• Bachelor's degree or equivalent.
• Good level of English; local languages spoken in the region are a plus.
• At least 3 years of technical assistance and/or field experience.

Required skills

• Electrical fundamentals (safety equipment, sensors, motion, servo drivers, inverters).
• Basic knowledge of beverage technology (aseptic and non-aseptic), combi and standalone technology, and trade/line equipment.
• PLC platforms: Siemens S7, Siemens TIA Portal (a plus), B&R, Rockwell Automation, Elau.
• HMI (Zenon and/or Citect) and motion platforms (Danfoss and Elau).
• Ability to manage and satisfy customer requests.