Technical Support Engineer-IO and EtherCAT Technology

Job Description

Job Description

This position is within the technical support department. Your primary report to is the IO, Safety, Networks and IPC Product Team leader. In this role you will learn about Beckhoff’s wide variety of cutting-edge products and technologies. You will work with customers directly to assist them. Starting with the initial technical support request, you will build a support case and drive it to resolution. This role will be focused on Beckhoff IO product groups and the software related to them such as TwinCAT. 

In addition, this role will cover EtherCAT development products (EDP) as cover for the EtherCAT specialist. This will require strong understanding of control architectures and technologies, especially EtherCAT. Working at Beckhoff is a great opportunity to build and hone your automation control system skills by working with a wide variety of clients utilizing our extensive line of products and technologies. In addition, you will develop a deep understanding of EtherCAT, a state-of-the-art fieldbus technology.

Key Responsibilities

• Diagnose and solve customers’ control systems issues using standard trouble-shooting tools and techniques.
• Perform troubleshooting and research toward the resolution of technology related problems for end users.
• Support Beckhoff IO technologies includes the modular IO product, the fieldbus networks used to communicate to the modular IO and safety. Exceptions to this is modular IO for motion, those products are covered by a different group.
• Support TwinCAT functions and features related to modular IO, fieldbus networks and timing.
• Support EtherCAT development products (EDP)
  • EtherCAT SubDevice Controllers (ESC)
    • Application Specific Integrated Circuits (ASICs)
    • IP Core for various FPGA vendors
  • EtherCAT SubDevice Stack Code (SSC), C code designed for embedded systems, microcontrollers.
  • EtherCAT conformance Test Tool (CTT)
• EDP supports requirements skill sets in electronics, digital signals and embedded software stacks. It also requires the ability to read hardware datasheets and specifications.
• EDP support requires practical knowledge of engineering tools like oscilloscopes, Wireshark and binary file editors.
• Required to provide support remotely or on site with customer's machine/control system.
• Provide some end-user, one-on-one, and internal training
• Prioritize incoming requests:
  • This includes but is not limited to escalating problems for other technicians, Product Managers, and Beckhoff Headquarters.
  • Record, track, and document support requests, including all successful and unsuccessful decisions made as well as actions taken through to final resolution.
  • Participate in on-call support on rotation to triage and troubleshoot after hours service requests.
• Learn on the job when faced with new challenges & questions.
• Build and maintain an advanced level of knowledge of Beckhoff products and related technologies.
• Create and maintain knowledgebase & wiki articles.
• Help with supporting tradeshow demos.
• Other duties and special projects as assigned.

Disclaimer:   This job description is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with the position. The company reserves the right to modify duties or assign additional responsibilities as necessary to meet business needs. Other duties as assigned.

What We’re Looking For – Required Skills & Qualifications

• Electrical/Electronic Engineering or related technical field from a 4-year college or 2-year technical school; or equivalent combination of education and experience.
• Moderate software programming experience.
• Know or have and the ability to learn IEC 61131-3 programming languages, structure text and ladder.
• Experience with C programming language.
• Strong understanding of networks and control architecture systems.
• Practical electrical experience at the control panel level.
• Ability to read and understand electrical schematic drawings.
• Self-starter with a results driven personality.
• Strong analytical and reasoning skills.
• Ability to work in a high stress environment while maintaining professionalism.
• Excellent written and oral communication skills.
• Ability to work in a highly collaborative team environment.
• An active and valid driver’s license with the ability to travel.

Work Location

This position requires the ability to work from the office located in Savage, Minnesota.

Travel

This position requires varying travel ranging from 10-30% which may include day trips, overnight stays, and occasional extended travel depending on business needs. Travel may be local, regional, or national. All travel-related expenses will be reimbursed in accordance with company policy. Candidates must be able to meet the travel requirements of the role, and reasonable accommodations will be provided as needed in accordance with the Americans with Disabilities Act (ADA).

What We Offer 

Benefits

At Beckhoff Automation USA, our privately held, family-owned culture empowers candid collaboration, the freedom to create innovative solutions, and strong relationships built around cutting-edge technology and shared purpose.

• Generous Paid Time Off + 12 Paid Holidays
• Employer paid High-Deductible Medical plan, Dental, and Vision for Employee + Family!
• 401(k) with up to 6% employer match
• Employer-Paid Insurance: Life, AD&D, Short-Term and Long-Term Disability
• Elective Benefits: Accident, Critical Illness, Indemnity, and Pet Insurance
• Professional Development Opportunities

Physical Requirements

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job, with or without reasonable accommodation:

• Ability to stand and sit for extended periods.
  • Including the ability to drive in a car between 2 to 5 hours, one-way, multiple times a month.
• Ability to use a computer screen for extended periods.
• Ability to lift and carry items weighing up to 50 pounds occasionally.
• Ability to bend, stoop, reach, and move as needed to perform job duties.
• Manual dexterity for operating tools and equipment.
• Adequate vision and hearing to perform essential tasks safely. 

About Beckhoff

At Beckhoff, automation is our calling. We empower engineers to differentiate and succeed as industry leaders –– to harness new technologies, embrace open standards and solve the world’s most complex problems. Founded and led by engineers, we organically create advanced controls, communication, IoT, and motion technologies that become unique tools for your one-of-a-kind challenges in an age of digital transformation.

As a global partner with U.S. headquarters in Minneapolis, we remain committed to sustainability, inclusivity, and support for the people behind the automation. So, whether you’re powering the EV revolution, dazzling on Broadway, launching satellites, or developing fusion energy solutions – you can reach new heights for your business, industry, and humankind. 

Beckhoff is an Equal Opportunity Employer. We do not discriminate against any applicant or employee based on race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, age, disability, genetic information, marital status, veteran status, or any other legally protected status. We are committed to creating an inclusive environment for all employees and applicants. If you require a reasonable accommodation to complete the application process, participate in an interview, or otherwise take part in the recruitment process, please contact our Talent & Culture Team.