IT Onsite Engineer – SFC Production Support

Role Purpose
The IT Onsite Engineer is the IT systems support resource for the production floor, with primary responsibility for SFC and related manufacturing systems. The role provides first-level troubleshooting, problem isolation, production recovery, and coordination with local and global technical teams.
The engineer is expected to resolve routine Tier 1 issues onsite and effectively escalate more complex issues to the appropriate technical owner while remaining engaged through resolution and validation.
Key Responsibilities
Production Floor & SFC Support

• Serve as the point of contact for IT-related production issues.
• Troubleshoot SFC, PCs, networks, printers, scanners, equipment interfaces, and production applications.
• Support SFC, iMES, SSP/SPIP, MISP, SAP interfaces, and related manufacturing systems.
• Identify whether an issue is related to the application, database, network, equipment, configuration, data, or production process.
• Validate SFC routing, station configuration, quality controls, poka-yoke settings, and production transactions.
• Restore production quickly when issues can be resolved onsite.

Troubleshooting & Data Analysis

• Perform structured first-level troubleshooting before escalation.
• Review application, SFC/MES, equipment, Windows, and system logs.
• Use SQL to investigate production transactions, unit history, station records, and data issues.
• Trace production flow using serial numbers, station information, timestamps, and transaction records.
• Collect logs, screenshots, error messages, serial numbers, station IDs, and other information required for escalation.
• Support root-cause analysis with IE, PE, Development, and other technical teams.

Global Team Coordination & Escalation

• Work closely with global IT, SFC Development, iMES, SAP, Network, Database, Equipment, and other technical teams.
• Clearly communicate production issues, impact, troubleshooting results, and technical findings.
• Provide complete and accurate information when escalating issues.
• Collaborate with remote teams during live troubleshooting and production recovery.
• Respond to requests for additional information and assist with log/data collection.
• Support onsite testing and validation of solutions provided by global teams.
• Maintain ownership of the issue locally until resolution is confirmed.
• Ensure effective shift handoffs and communication between local and global teams.

The expectation is not simply to escalate problems, but to escalate them effectively—with accurate information, appropriate troubleshooting, clear communication, and active collaboration through resolution.
Production Launch & System Changes

• Support Dry Run, Try Run, new station launches, new product introductions, and production validation.
• Install, configure, upgrade, and validate production applications and systems.
• Support system and station configuration changes.
• Collect production requirements and identify potential impacts to UPH, quality controls, and production flow.
• Validate system changes before and after production implementation.

Production Stability

• Respond quickly to production-impacting IT issues.
• Monitor issues after recovery and identify recurring problems.
• Support root-cause and corrective-action activities.
• Document issues, solutions, and lessons learned to improve future response.

Technical Requirements
The role requires a combination of production systems knowledge, IT troubleshooting, and data analysis.
Systems & Technical Skills

• SFC / Shop Floor Control
• MES / iMES
• SSP/SPIP and MISP
• SAP production interfaces
• SQL and relational databases
• Windows operating systems
• TCP/IP and basic network troubleshooting
• PC/workstation and peripheral support
• Production equipment interfaces
• Application installation and configuration
• System and application log analysis
• Basic scripting/automation such as PowerShell or Python is a plus

SQL / Data Skills
The engineer should be able to use SQL to:

• Search production records by serial number, station, timestamp, or transaction.
• Trace unit and production history.
• Identify missing, duplicate, or incorrect transactions.
• Compare information across related tables.
• Investigate data discrepancies that may prevent production flow.
• Support technical teams with database findings.

Database changes should only be performed when specifically authorized.
Core Competencies

• Strong troubleshooting and problem-isolation skills.
• Ability to work effectively under production pressure.
• Strong analytical and data investigation skills.
• Clear written and verbal communication.
• Strong collaboration with global and remote technical teams.
• Ability to explain technical issues clearly and concisely.
• Strong ownership and follow-through.
• Ability to learn new production systems quickly.
• Ability to work independently onsite while coordinating with remote teams.
• Professional and effective communication across different teams, time zones, and cultures.

Shift & Work Expectations

• Must be flexible to work any one of the three production shifts, based on business and production requirements.
• Must report to the assigned shift on time and ready to support production.
• Must maintain appropriate onsite coverage during the assigned shift.
• Must follow established shift handoff and escalation procedures.
• The primary responsibility is SFC and production-floor IT support.
• Support for other departments or activities outside this role requires prior approval from the manager.
• Perform other responsibilities related to the role as directed by management.

Role Definition
The Onsite Engineer is the local technical bridge between Production and global IT/Development teams.
The expected support model is:
Production Issue Initial Triage Troubleshoot & Isolate Resolve Tier 1 / Escalate Collaborate with Technical Owner Validate Solution Confirm Production Recovery
The engineer is expected to take ownership of the initial investigation, quality of the escalation, onsite coordination, and validation of the resolution.

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