Mentor Technical Group (MTG) provides a comprehensive portfolio of technical support and solutions for the FDA-regulated industry. As a world leader in life science engineering and technical solutions, MTG has the knowledge and experience to ensure compliance with pharmaceutical, biotechnology, and medical device safety and efficacy guidelines. With offices in Caguas, Puerto Rico, and Boston and we serve life sciences clients in six global markets: United States, Puerto Rico, Dominican Republic, Mexico, Germany, Canada, and South America.
Position Summary:
Responsible for the immediate resolution of shop-floor incidents involving Operational Technology (OT) systems and related IT systems supporting the packaging line. Incidents are escalated through the client’s Call Log system (ServiceNow).
Key Responsibilities:
Troubleshoot and resolve on-site incidents escalated through the Call Log (Level 1 support).
Collect data and provide technical support for Root Cause Analysis (RCA).
Create and update technical documentation and Knowledge Base articles.
Document all Level 1 troubleshooting activities before escalating to the client’s Level 2 support team or the On-Call Engineer.
Meet established Service Level Objectives (SLOs), including a response time of less than 15 minutes and call-closure data quality above 90%.
Required Qualifications:
Proven experience as an Automation Engineer supporting OEM packaging equipment.
Experience troubleshooting and supporting systems involving:
Programmable Logic Controllers (PLCs), Human-Machine Interfaces (HMIs), and vision systems.
U.S. and European control platforms, including Allen-Bradley, Siemens, Schneider Electric, ABB, Beckhoff, B&R, or equivalent systems.
Availability to work rotating shifts, including overnight and early-morning hours.
Ability to work within a structured Call Log/ServiceNow environment.
Preferred Qualifications:
Experience with Systech vision and serialization systems.
Brand-specific certifications, such as Rockwell/Allen-Bradley or Siemens TIA Portal.
Cost/Risk Consideration:
If the candidate does not have Systech experience, MTG will be responsible for the associated training costs and time. The client will only provide access to the relevant documentation and system environment. This consideration should be reflected in the pricing model, where applicable.
Mentor Technical Group es un empleador que ofrece igualdad de oportunidades y todos los solicitantes calificados recibirán consideración para el empleo sin importar raza, color, religión, sexo, orientación sexual, identidad de género, información genética, origen nacional, estado de veterano protegido, estado de discapacidad o cualquier otro grupo protegido por ley.
Mentor Technical Group is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, genetic information, national origin, protected veteran status, disability status, or any other characteristic protected by law.
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