description du poste

About the Team:

The Systems Performance Engineering team ensures the uptime, reliability, and correct operation of complex automated sterilization systems deployed at customer facilities. These systems integrate:

• Siemens and Allen‐Bradley PLCs
• Conveyor systems, motors, actuators, valves, and safety‐critical devices
• Sensors and industrial automation components
• Servers running multiple software services, databases, and HMIs

When a system failure occurs, customer operations stop until our team resolves the issue. SPE is the team responsible for diagnosing and resolving issues ranging from PLC/controls automation failures, software‐rooted failures, working with IT partners, and coordinating design engineering teams as necessary, all while and ensuring customers receive timely communication.

This role is ideal for someone who enjoys multi‐disciplinary problem solving, thrives in a critical support environment, and wants exposure to industrial automation, server‐side software, and large‐scale system behavior.

Position Summary:

The Systems Performance Engineer I provides frontline technical investigation and resolution of system issues reported by customers through tickets or direct calls. The role focuses on:

• Troubleshooting failures across software services, databases, HMIs, and system interfaces
• Interpreting data from PLCs, field devices, and safety systems
• Understanding the interactions between automation hardware and server‐hosted software
• Coordinating with internal teams (Controls, Applications, IT, Deployment, etc.) to drive issues to resolution
• Keeping customers informed throughout the process
• Ensuring rapid restoration of system functionality to minimize downtime

This position requires broad technical curiosity and the ability to understand the full system, not just a single component.

Key Responsibilities:

Customer-Facing Support & Troubleshooting (Primary Function)

• Respond to incidents raised through tickets or calls when customer systems stop functioning
• Troubleshoot issues within software services, databases, HMI components, and configuration files
• Review PLC values, I/O signals, and automation behavior to identify conflicting conditions or hardware-side root causes
• Remotely access customer systems to perform diagnostics, log collection, configuration review, and recovery steps
• Engage additional teams (Controls, Software Development, IT, Field Engineering) as needed
• Maintain timely, clear communication with customers regarding status, findings, and next steps
• Follow issues through to completion and confirm successful recovery of system operations

System Analysis & Diagnostics

• Understand interactions between PLC logic, sensors, motors, actuators, and server-side software
• Analyze logs, alarms, event timelines, and process values to determine root causes
• Identify patterns in recurring issues and escalate improvement opportunities to senior team members
• Document findings, incident notes, and resolutions clearly

Operational Excellence

• Follow all quality processes, documentation standards, and escalation procedures
• Participate in continuous improvement of troubleshooting guides, internal knowledgebase, and team tools
• Support internal testing of configurations or fixes when validating solutions for production systems

Required Qualifications:

• Associates degree or technical diploma and a minimum of 2 years related experience
• Foundational understanding of industrial automation (PLCs, sensors, actuators)
• Basic knowledge of Windows servers, software services, databases, and application logs
• Strong troubleshooting and analytical skills
• Ability to clearly communicate technical concepts to non‐technical customers
• Ability to work on‐site in the Louvain La Neuve, BE office

Preferred Qualifications:

• Diploma or bachelor's degree in electrical engineering, computer engineering, software engineering, mechatronics, industrial automation, or related field
• Hands-on exposure to Siemens or Allen‐Bradley PLCs
• Experience reading PLC tags, I/O maps, or ladder logic/function block diagrams
• Basic scripting skills (Python, PowerShell, or similar)
• Understanding of industrial communication protocols (Ethernet/IP, ProfiNet, OPC, etc.)
• Familiarity with Windows Services, SQL-based databases, or distributed software
• Experience working in a customer support or incident‐response environment
• Ability to manage multiple incidents and prioritize under time pressure

Soft Skills:

• Strong communicator with the ability to simplify complex concepts
• Calm and methodical under pressure
• Excellent problem‐solving and critical‐thinking abilities
• Strong organizational habits and attention to detail
• Comfortable asking clarifying questions and collaborating cross‐functionally
• Eagerness to learn and grow technical breadth