Software Support Specialist

The Software Support Specialist is responsible for providing technical support and troubleshooting for Cimcorp robotic systems remotely, as well as at customer facilities across North America and on occasion globally. The Software Specialist will work closely with all Cimcorp stakeholders in order to provide the utmost customer service through consultation, technical support, follow up and documentation. In addition, this position will support the software development of current and upcoming projects as well as manage any assigned after sales projects related to software or computers.

Details of duties:

• Availability to work flexible hours including evenings, weekends, and overtime in order to provide escalation support for our 24/7 Help Desk service agreements.
• Analyze, design, program, debug, commission, support and service automation software systems according to specifications and customer requirements as well as provide software solutions for our customers through system troubleshooting and diagnostics.
• Develop, test and deploy after sales software features for existing customers under the guidance of a Software Support Lead; assist with/support the development of software for current and upcoming projects.
• Provide training on software systems purchased by Cimcorp customers through onsite instructionand hands on training.
• Responsible for the promotion and follow up of all potential revenue-generating opportunities brought to your attention while interacting with our customers by handing leads to Software Support Manager.
• Responsible for ensuring all Cimcorp health and safety policies, procedures, and responsibilities under the OHSA are followed during all work activities both at the installation site, and at Cimcorp Automation, Ltd.
• Ensure all Cimcorp quality policies and procedures are followed at all times.
• Be proactive in the development of new processes, systems, features, or products in order to meet the needs of customers and potentially open new business ventures/opportunities.

Skill/knowledge requirements:

• Experience programming automation components, HMI’s and Material Handling robots is considered an asset.
• Leadership experience is considered a strong asset.
• Experience in a customer service environment dealing with clients to resolve problems would be an asset.
• Ability to learn quickly, adapt to change, and work under pressure in a multifaceted environment.
• Ability to train customers on software systems through effective communication, demonstration, and formal instruction.
• Demonstrated ability to work independently and as part of multi-function team with little supervision.
• Excellent interpersonal and communication skills; ability to deal courteously and effectively with all levels of staff, the public, customers, partners, and any other potential stakeholders.
• Problem-solving skills, discretion, and demonstrated ability to exercise good judgment when handling confidential/sensitive information and communicating with customers regarding controversial matters.
• Effective organizational, time management, and multi-tasking skills, with ability to prioritize work to meet customer service standards and deadlines without compromising service.
• Spoken/written knowledge of additional languages an asset.
• Skill set including experience with some of: Oracle PL/SQL, Microsoft Transact SQL, PLC programming languages, .NET Framework, Visual Basic, ASi Safety systems, hardware configurations, mechanical drawings, electrical drawings and integrating automation technologies.
• Strong computer and TCP/IP networking skills required in addition to knowledge of integration of systems with servo motors, including electrical, and software integration in industrial environments.

Qualifications/certifications:

• Post-secondary diploma or degree specializing in Software Engineering/Mechatronics, Computer Science, or equivalent combination of education and experience.
• Demonstrated experience working with computer network protocols, high and low level programming languages and servo drives in an industrial/engineering/automation industry in a software support capacity.
• Ability to travel globally 20–60%.