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.
The role for this individual is to deliver world class technical support to our internal and external customers. Through the use of direct telephone support and emails, technical support personnel cover customer support questions for all active Remote Automation Solutions (RAS) products.
The role will require a responsive, thorough individual to work through critical customer issues, professionally driving WIN-WIN scenarios.
Provide advanced level troubleshooting and great customer service
Provide Root cause analysis and final solutions for technical issues
Maintain technical issues escalation procedures
Capture and respond to customer questions delivered through phone, email and CRM.
Solid telephone skills and technical issue questioning. Using probing questions to ensure best possible solutions is given to the customers
Work through customer issues to drive loyalty and confidence
Quick and thorough understanding of product details
Thorough information logging and follow through into our technical support software
Able to simulate customer conditions using the RAS laboratory and collaborating with other Process Management business units as necessary.
Fulfil any other reasonable duties as required
BS / MS Electrical Engineering, Chemical Engineering, Mechanical Engineering, Computer Engineering or other technical degrees with the appropriate experience.
At least 1-2 years of experience in process control from at least one target industry Oil and Gas, Refining, or other related process control industries
Knowledge and experience in Remote Automation Solutions products (OpenEnterprise SCADA System, RTU / Flow Computers such as ROC, FloBoss and ControlWave, etc), or other related brands used for pipeline , liquids , gas and terminal management.
Experience in PC (workstation / server) hardware and software, MS Operating Systems
XML, IT / Networking and SAP knowledge is an advantage