Manufacturing Support Engineer

About the position

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.

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.
• 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.
• 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 related to the service.
• Build strong collaborative relationships with Manufacturing and Advanced Operation functions and leaders globally.

Requirements

• 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.
• 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.

Nice-to-haves

• Experience with Service-Now and ITIL preferred.
• ITIL certification a plus.
• Preferred certifications in advance for expert level for specific technology platform.