Customer Support Engineer
Emerson
San Jose de Costa Rica, San Jose, Costa Rica
hace 6 días

Description

The Customer Support Engineer is a member of Emerson’s growing Power and Water Solutions

PWS) Global Service Center (GSC). The GSC primarily supports Ovation®, which is a proprietary

Distributed Control System (DCS) that allows customers to better control, monitor, and report on the processes of their power plants and / or water treatment facilities.

Responsibilities

  • The major responsibilities of the Customer Support Engineer include effectively diagnosing and resolving Ovation product related issues for customers and internal Emerson PWS engineers.
  • Therefore, in addition to good interpersonal skills, the engineer should possess excellent technical troubleshooting skills and be familiar with process control and basic power generation concepts.
  • It is advantageous (although not required) that the engineer have technical knowledge of current Ovation products and associated systems, which can include networking, third party data links, and security.

  • Foster a positive environment for work and professional growth.
  • Work as a team player within the GSC to address customer questions and technical issues.
  • Maintain or improve customer satisfaction through group and individual 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 and workload.
  • Maintain accurate documentation of all support, utilizing the SMS database and other tools.
  • Coordinate technical support processes and call escalation from EECR to and between various support organizations.
  • Interface with Emerson Field Support Engineers, regional offices and expert resources as needed to resolve issues.
  • Continually and proactively increase one’s technical capabilities, eventually establishing one or more area(s) of expertise.
  • Participate in rotational assignments to PWS Headquarters and to customer sites to build skills and support our installed base of customers.
  • Maintain Ovation product equipment, support labs, and group capital equipment.
  • Help to enhance the value of the Global Service Center by contributing towards additional group activities / tasks, developing new internal / external solutions, and assisting with training (as appropriate).
  • Requirements

  • The position requires a Bachelor of Science Degree in Engineering, Computer Science or equivalent.
  • Experience with Ovation products and associated systems is a plus.
  • The position requires an advanced level of English B2 (additional languages are advantageous).
  • Possess advanced troubleshooting skills (i.e. diagnosing and resolving computer related issues).
  • The position requires good interpersonal skills and excellent oral and written communication skills in a formal environment.
  • The ability to work effectively with internal and external customers is essential.
  • Key Competencies
  • Being Resilient
  • Situational Adaptability
  • Cultivates Innovation
  • Customer Focused
  • Action Oriented
  • Self-Development
  • Working conditions

  • The position requires up to 35% travel.
  • The position requires availability to work different shifts, as required, including holidays nights and weekends.
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