Life Unlimited. At Smith and Nephew we design and manufacture technology that takes the limits off living.
Operational Technology Support Engineer 1(Coyol, Alajuela)
Are you interested in making a global impact? The Operational Technology (OT) Service organization provides worldwide support to our internal customers for OT-developed applications. The support organization is responsive, empathetic, communicative, and knowledgeable about operational technologies generally and about the applications developed by the OT team and other citizen development teams worldwide. This role provides direct contact support to OT customers (factory operators, supervisors, and engineers) and ensures that issues are addressed promptly and correctly.
This position is a: P1 (Only for internal candidates)
What will you be doing?
- Position Functions
- Technical Support: Support site personnel in the operation, maintenance and service of OT software and hardware across the manufacturing network. Capable of diagnosing technical issues remotely given appropriate training.
- Documentation: Respond to Service tickets promptly within approved SLA; ensure all issues are properly documented and appropriate follow-up is made to site and central OT staff
What will you need to be successful?
Successful candidates would need the following:
Education
- BS Engineering, Science, or related field - Manufacturing Engineering / IT preferred. OR 5+ years experience as a manufacturing technician in medical device manufacturing with demonstrated relevant technical ability (software/IT)
Licenses/Certifications
- Lean/Six Sigma methodologies and application preferred;
- IT certifications or project management certifications preferred.
Experience
- 0-2 years related manufacturing/engineering experience in a medical device manufacturing environment.
Competencies
- Languages: Fluent in English. Spanish a plus. Chinese language skills a major plus.
- Technical Knowledge & Understanding: Effectively provides Engineering support & technical conflict resolution. Solid basic technical expertise in Operational Technology subject areas (e.g. MES, shop floor automation, factory IT) and an ability to assist teams or individuals in addressing OT issues. Displays curiosity to learn new technologies and concepts and the aptitude to master these quickly.
- Empathy and Patience: Must be able to maintain a calm and assured demeanor when dealing with internal customers who may be experiencing frustration or emergency. Must be an excellent communicator across cultural and national boundaries.
- Diligence: Responds quickly, follows through on commitments, is persistent in executing tasks and follow-ups. Takes personal responsibility and seeks opportunities to expand theircapabnilities.
- Global Focus: Will support S+N factories worldwide; must be able to sustain empathetic and effective communications acroee global cultures.
- Will need to work outside of standard shift in order to ensure worldwide support. May need to function on-call in the event of emergent issues arising.
Scope
- Works with global OT site teams and central OT to understand application development and functionality. Develops positive relationships with manufacturing site personnel.
You. Unlimited
Inclusion and equity: Committed to Welcoming, Celebrating and Thriving, learn more about Employee Inclusion Groups on our website (https://www.smith-nephew.com/)
Other reasons why you will love it here!
- Your future: stock purchase program, referral bonus, subsidy in transport and food, recognition program.
- Work/Life Balance: Extra days off, birthday off, voluntary hours.
- Your Wellbeing: company doctor, medical insurance, gym, health campaigns, employee assistance program, parental leave,
- Flexibility: Hybrid work model (for more professional roles), flexible schedules.
- Training: Training program, unlimited learning.
- Extra perks: employees association, and more…
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