Customer Support Engineer (Automation Software Services)

About Us :

At DDE, we are redefining boundaries in the high-purity business while working with sterile formulations, biopharmaceuticals, vaccines and MDI industries. Backed by 45+ years of experience, and a team of 600+ researchers, engineers, technicians, designers, and technology specialists, we tackle the industry's toughest challenges with a relentless pursuit of excellence - unlocking sustainable growth and profitability for your business.

Job Profile Overview :

The Customer Support Engineer – Automation Software Services will be responsible for providing post installation technical support to clients for automation software and control systems. This role focuses on understanding customer-reported issues, diagnosing the root cause, providing appropriate solutions, and coordinating with internal engineering teams or system integrators to ensure timely resolution. The ideal candidate must have strong domain expertise in Allen-Bradley and Siemens control systems, hands on experience in PLC/SCADA programming, and the ability to manage customer communication effectively.

Education Qualification:

B.E./B. Tech in Instrumentation, Electronics, Computer Science, or a related field

Years of Experience:

Travel Requirement

Accountable & Responsible for :

• Act as the first point of contact for customers facing automation software issues post-installation.
• Understand and analyze customer problems through phone, email, remote sessions, or onsite visit.
• Document customer complaints, symptoms, logs, and error details clearly.
• Provide initial triage, troubleshooting, and quick fixes where possible.
• Ensure all issues are logged and tracked using internal ticket/CRM tools.
• Communicate expected timelines, work progress, and issue status to customers regularly.

Skills:

1. Strong programming experience in ControlLogix & CompactLogix, Studio 5000 / RSLogix 5000, TIA Portal (S7-1200/1500)
2. Experience in FactoryTalk View SE/ME, alarms, graphics, communications, WinCC Classic (including server-client setups)
3. Experience in FactoryTalk Batch (phases, equipment module logic, recipes), Simatic Batch Understanding of redundancy, client-server, distributed architecture, Profinet, Automation system architecture, Licensing
4. Knowledge of Ethernet/IP, Profinet, industrial switches, VLANs, SQL Server
5. Knowledge of GAMP5, 21 CFR Part 11 (desired but not mandatory)

Personal Attributes :

• Excellent communication and customer-handling skills.
• Strong problem-solving and analytical thinking. Should have Time management and prioritization skills.
• Ability to work independently as well as coordinate teams.