About the job
As a Service Expert at Movu, you will take ownership of the PLC software and hardware components within our advanced conveyor systems. Your role involves managing and enhancing our PLC knowledge base, which serves as a critical resource for our field service engineers and remote support teams, acting as a vital second-line support. Your extensive PLC expertise combined with a product-focused approach will be essential to our success.
Key Responsibilities:
- Knowledge Management: Oversee the technical data for PLC systems, ensuring it is accessible for service technicians and helpdesk personnel.
- Maintain and update PLC software versions and standards.
- Document diagnostics, fault resolution, and recovery protocols.
- Establish guidelines for software updates and upgrades.
- Ensure accurate as-built software documentation is maintained.
Technical Support & Escalation:
- Provide remote support as a second-line resource for field service teams.
- Serve as the primary contact for PLC-related technical escalations from service teams and helpdesk.
- Analyze field PLC/software issues, prioritizing them for the Quality Monitoring Board (Movu Q).
- Represent Service Operations in the Quality Board meetings.
- Participate in a rotating 24/7 support system for teams and clients.
Troubleshooting & System Support:
- Diagnose and support existing PLC-controlled systems.
- Investigate software malfunctions and system performance issues.
- Validate PLC software updates, parameter modifications, and bug fixes.
- Assist with on-site interventions as necessary (note: no new development projects).
Training & Continuous Improvement:
- Contribute to the design and delivery of PLC training programs for service teams.
- Act as the go-to resource for up-to-date PLC product information.
- Develop and enhance structures, tools, and guidelines to aid service engineers in troubleshooting and maintaining PLC systems.
- Monitor the effectiveness and reliability of PLC software, driving improvements in future iterations.
- Manage technical changes related to PLC systems and coordinate necessary field actions.
- Gather and analyze customer feedback on PLC functionality, translating insights to the software development teams.

