The major responsibilities of the Customer Support Engineerinclude effectively diagnosing and resolving Ovation product related issues for customers andinternal Emerson PWS engineers.
Therefore, in addition to good interpersonal skills, theengineer should possess excellent technical troubleshooting skills and be familiar with process controland basic power generation concepts. It
is advantageous (although not required) that the engineerhave technical knowledge of current Ovation products and associated systems, which can includenetworking, third party data links, and security.
Foster a positive environment for work and professionalgrowth.
Work as a team player within the GSC to address customerquestions and technical issues.
Maintain or improve customer satisfaction through group andindividual effort.
Provide technical support for Ovation software &hardware products including peripherals and 3rd party package offerings.
Perform base customer support activities as needed,including phone support & remote diagnostics; managing and prioritizing call records andworkload.
Maintain accurate documentation of all support, utilizingthe SMS database and other tools.
Coordinate technical support processes and call escalationfrom EECR to NA, and between various support organizations.
Interface with Emerson Field Support Engineers, regionaloffices and expert resources as needed to resolve issues.
Continually and proactively increase one’s technicalcapabilities, eventually establishing one or more area(s) of expertise.
Participate in rotational assignments to PWS Headquartersand to customer sites to build skills and support our installed base of customers.
Maintain Ovation product equipment, support labs, and groupcapital equipment.
Help to enhance the value of the Global Service Center bycontributing towards additional
group activities / tasks, developing new internal / externalsolutions, and assisting with training (as appropriate).
The position requires a Bachelor of Science Degree inEngineering, Computer Science or equivalent.
Experience with Ovation products and associated systems is aplus.
The position requires an advanced level of English B2 (additional languages are advantageous).
Possess advanced troubleshooting skills (i.e. diagnosing andresolving computer related issues).
The position requires good interpersonal skills andexcellent oral and written
communication skills in a formal environment.
The ability to work effectively with internal and externalcustomers is essential.
The position requires up to 35% travel.
The position requires availability to work different shifts,as required, including holidays, nights and weekends.
At Emerson, we are innovators and problem-solvers, focused on a common purpose : leaving our world in a better place than we found it.
Each and every day, our foundational values integrity, safety and quality, supporting our people, customer focus, continuous improvement, collaboration and innovation inform every decision we make and empower our employees to keep reaching higher.
As a global technology and engineering leader, we provide groundbreaking solutions for customers in industrial, commercial, and residential markets.
Our Automation Solutions business helps process, hybrid, and discrete manufacturers maximize production and protect personnel and the environment while optimizing their energy and operating costs.
Our Commercial & Residential Solutions business helps ensure human comfort and health, protect food quality and safety, advance energy efficiency and create sustainable infrastructure.
Emerson, a Fortune 500 company with $17.4 billion in sales, more than 20 Innovation, Solutions & Engineering Centers, and 200 manufacturing locations worldwide, is committed to helping employees grow and thrive throughout their careers.
Whether you're an established professional looking for a career change, an undergraduate student exploring options or a recent MBA graduate, you'll find a variety of opportunities at Emerson.
Join our team and start your journey today.