Front Line Support Engineer

1 week ago

Manila, National Capital Region, Philippines Fisher- Rosemount Systems, Inc. - Philippine Branch Full time

If you are a professional looking for an opportunity to work with the global Emerson Systems and Software organization, this is a stimulating opportunity for you Emerson's Frontline Support Engineer in our Customer Experience Department delights our customers by providing efficient and accurate setup and support of new customers, monitoring and notification to customers of alarm conditions, and base-level equipment troubleshooting.

In this Role, Your Responsibilities Will Be:

Receiving and acting on support requests with a focus on outstanding customer service while troubleshooting and resolving problemsAbility to connect with customers optimally and with confidence, whether via phone or electronic messagingProviding user administration services for customers including, setting up new users, changing passwords, granting permissions, setting company default parametersBeginning with a basic level of troubleshooting hardware and communication issues, grow throughout your time in the role to gain more advanced skillsAbility to multitask and apply multiple systems and programs in order to resolve customer issuesMonitoring, analyzing, and responding to well alarms, including advising customers of notificationsCoordinating the implementation of automated data pushes to a customer's field data capture or production accounting solutionSupporting other team members enthusiastically when called upon for helpValidating and troubleshooting production data for various reportsRaising customer issues when appropriateReferring enhancement requests and/or technical service requests to the appropriate team membersIdentifying and reporting application bugsMaking recommendations to improve efficiencyRepresenting the department to the other departments in the companyParticipating in the development and delivery of new service offeringsEnsuring all information is detailed, kept up to date and changes are entered into the database promptly;Acting as a change agent both internally and externally for our customers to promote and effect continuous improvement in the delivery and the adoption of the company platform.All other duties as assigned Who You Are:

You gain insight into customer needs. You provide timely and helpful information to others across the organization. You have a strong bottom-line orientation.

For This Role, You Will Need:

BS/MS in Chemical, Electrical, Electronics, Mechanical, Instrumentation, or other Engineering Degrees.1+ years' experience working within a technical support environment with preferable exposure to providing Tier 2 level of support
Preferred Qualifications that Set You Apart:Experience providing support and/or working in a process control, process engineering, or production operations roleExperience with DCS, PLC, or SCADA systemsExceptional background and skills in providing superior customer serviceSuperior communication skills both written and verbalKnowledge and/or skills in Salesforce and Service CloudFast learner (ability to learn new software quickly)Proficient in Microsoft Word, Excel and Power Point, and basic understanding of computerized databasesStrong team player, capable of performing in a fast-paced environmentAble to work with confidential informationStrong investigative skills in a multitude of assetsProven ability to identify, analyze, and resolve complex issuesExcellent time management skills, particularly the ability to manage numerous interruptions and juggle several complex issues at one timeStrong organizational and prioritization skills

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