Support Engineer II

We are seeking exceptional candidates who possess a blend of technical and customer-facing skills to successfully support Client’s Mechatronics & Sustainable Packaging (MSP) packing machines. Hardware Support Engineers (HSEs) are responsible for engineering support of on-site maintaining MSP technologies in Europe. The HSE will partner with global engineering and support experts to tailor global best practices to European robotics applications including technology or vendor differences and local requirements. The MSP HSE will provide technical expertise and guidance to sites through: providing technical expertise and coaching on preventative maintenance and troubleshooting, monitoring performance and compliance, deep diving issues and supporting corrective actions, creating processes and mechanism to improve performance, and supporting site launch and ramp-up. HSE will consolidate VOC feedback to identify and drive opportunities to improve training, procedures, mechanisms, and tooling.

A successful candidate will have a consulting aptitude, strong ownership, passion for hardware and operational troubleshooting, customer-facing skills, and a desire to work within an elite group at the leading edge of technology across Client's European operations.

Core Job Responsibilities:

• Enable local site maintenance technicians to effectively maintain advanced technology systems by creating and maintaining maintenance procedural and troubleshooting documentation

• Serve as the escalation point for local site maintenance technicians when complex system issues impacting machine performance or availability arise

• Monitor system performance across the EU region and utilize system KPIs and technician feedback to identify and lead continuous improvement initiatives

• Provide on-site support for new product implementations, upgrades, routine hardware audits, and troubleshooting for advanced robotics systems

• Develop and implement a process for ensuring spare part availability across the EU region for the systems you support

• Produce regular reports on the safety, reliability, and performance of the products that you support

• Identify and drive projects to improve the availability, quality, or maintainability of robotics equipment.

• Provide on call after-hours support for high severity events related to products that you support

• 50%-75% travel expected in UK/EU/NA

Basic Qualifications

• BS in Engineering (Mechanical, Electrical, Industrial, or related field)

• 3+ years of experience designing, deploying, or supporting mechatronic or robotic systems

• Knowledge and/or working experience with statistical analysis tools, data visualization, and program management

• Experience leading disciplined technical problem-solving

• Experience with 8D, 5-Why, Fishbone, FMEA, or comparable root cause analysis methodologies

• Excellent communication skills with the ability to articulate complex technical issues

• Ability to manage multiple high-priority tasks simultaneously

Preferred Qualifications

• • MS in Engineering (Mechanical, Electrical, Industrial, or related field)

• • Knowledge and or working experience in dealing with big data

• • Familiarity with PLC programming

• • Familiarity with industry standard CAD & FEA design tools, industry trends, and design for supportability

• • Experience creating and implementing scalable standard operating procedures, performance metrics, and feedback mechanisms

• • Experience managing new hardware implementation projects Division: eTeam Workforce Limited Reference: 23-03016