We are looking for passionate individuals with keen interest in learning new technologies and driven to apply their knowledge to solve the toughest problems and deliver optimum results.
The chosen candidates will have an opportunity to work with an experienced team of engineers to deliver expert technical support and services to our installed-base worldwide.
Essential Functions (Responsibilities) :
Responds to requests for technical support that come in via phone, email, web, or other mechanisms.
Documents all support activity using standard procedures in our case management system.
Owns and manages personal caseload and performs callbacks and case follow through as defined by the Case Management Procedures.
Provides product support to ensure efficient problem resolution, which includes critical / high-priority accounts and situations.
Identify and resolve product issues as part of an overall effort to provide design, application, technical, and troubleshooting assistance to Emerson sales and field engineers, support engineers, certified support providers, distributors, and customers.
Research and troubleshoot issues involving electrical / electronic control systems, PLC products, PLC applications / designs, operator interfaces, and associated software.
Design, assemble, test and simulate systems to identify and resolve reported product issues.
Interface with other engineering teams on design, reliability and maintainability for all products.
Evaluate new product designs and features.
Troubleshoots and identifies product problems for presentation to development for a resolution or disseminates appropriate information necessary to correct configuration issues.
Acts as a liaison between the customer and sustaining engineering teams.
Consults with Quality, Development, Application Engineering, and management regarding problem escalation, problem resolution, and potential critical accounts and situations.
Creates solutions for the Emerson Machine Automation Solutions Platforms Knowledge base.
Works to gain knowledge of how Emerson MAS Platforms software and hardware is applied in the market place. Maintains product knowledge by attending appropriate classes, seminars, and professional development activities.
Participate in case reviews with sustaining and other engineering teams.
Desired Characteristics :
1-2 years experience as an Application Engineer, Field Service Engineer, or Controls Engineer
Ability to quickly reproduce a customer problem, isolate cause and drive resolution
In-depth technical, application and domain knowledge.
Preferably familiar with National Electric Code (NEC and NFPA 79)
Ability to make decisions on case escalation based on customer business situations.
Strong communication and presentation skills as measured by previous technical presentations to customers and / or employees highly desired.
Sets an example in terms of quality, consistency and level of work, as well as work ethic and approach with adherence of the Case Management Procedures.
Proven PLC Programming experience.
Qualifications / Requirements :
Product and solutions knowledge in a wide range of automation hardware and software products.
Ability to program, configure, and wire automation equipment, related sensors and devices.
Strong troubleshooting, customer service and analytical skills.
Strong written and oral communication skills.
Positive attitude when dealing with customers and co-workers.
Fluent in English
Bachelor of Science in Engineering from an accredited university or college