Technical Support Engineer

Job Summary

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 The Technical Support Engineer is accountable for resolving product issues as suggested by Technical Support Management, interfacing with others, and working on product support cases. Work may include advanced troubleshooting; remote monitoring & diagnostics; collaborating with other engineering groups; and regular status updates with customers and management. Direct-named contact support for customers may also be involved. Travel (infrequent) to customer sites may be required to diagnose and resolve issues and attend product trade shows.

In this role, your responsibilities will be:

• Responding to requests for technical support that come in via phone, email, web, or other mechanisms.
• Documenting all support activity using standard procedures in our case management system.
• Providing product support to ensure efficient problem resolution, which includes critical/high-priority accounts and situations.
• Identifying and resolving product issues as part of an overall effort to provide design, application, technical, and troubleshooting assistance to Emerson Machine Automation Solutions (MAS) Platforms sales and field engineers, support engineers, certified support providers, distributors, and customers.
• Researching and solving issues involving electrical/electronic control systems, PLC products, PLC applications/ designs, motion controls, operator interfaces, and associated software.
• Designing, assembling, testing, and simulating systems to identify and resolve reported product issues.
• Involved in working with different groups on design, reliability, and maintainability for all products.
• Evaluating new product designs and features.
• Troubleshooting and identifying product problems for presentation to engineering or development for a resolution or disseminating appropriate information vital to correct configuration issues.
• Acting as a liaison between the customer and sustaining engineering team.
• Owning and handling personal caseload, performing callbacks and case follow-through as defined by the Case Management Procedures.
• Collaborating with Quality, Development, Application Engineering, and management regarding escalation, resolution, potential critical accounts, and situations.
• Creating solutions for the Emerson MAS Knowledge base.
• Acquiring knowledge of how Emerson MAS Platforms software and hardware is applied in the marketplace. Gains further product knowledge by attending appropriate classes and seminars.
• May participate in Aged Case Review with Sustaining Engineering and Quality teams.

Who You Are:

You gain insight into customer needs. You anticipate the impact of emerging technologies and make adjustments. You readily take action on challenges, without unnecessary planning. You consider all relevant factors and use appropriate decision-making criteria and principles.

For This Role, You Will Need:

• BS/MS in Chemical, Electrical, Electronics, Mechanical, Instrumentation, or other Engineering and IT Degrees
• Minimum 3 years of design/application/support experience with Emerson PLC and automation products (PACSystems, Machine Edition, etc.) or competitive products.
• Product and solutions knowledge with Motion solutions; servo, steppers, and variable frequency drives.
• PLC and Motion programming experience.
• Industrial Controls domain and application knowledge.
• Experience working directly with customers, and excellent written and oral communication skills.
• Excellent troubleshooting, and analytical skills.
• Sets an example in terms of quality, consistency, and level of work, as well as work ethic and approach.

Preferred Qualifications that Set You Apart:

• Experience reproducing customer-reported problems; isolating cause and driving resolution is key to this role as is in-depth technical, application, and domain knowledge.
• Experience with Operator Interface (QuickPanel) and HMI/SCADA applications.
• Experience with Emerson PAC Change Management Software
• Experience with scripting languages and C++ software
• Experience using and troubleshooting industrial communications – Ethernet comms in general and including SRTP, EGD, PROFINET, ModbusTCP, ProfiBus, DeviceNet, etc.
• 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.

Our Offer to You

By joining Emerson, you will be given the opportunity to make a difference through the work you do.

Emerson's compensation and benefits programs are designed to be competitive within the industry and local labor markets. We also offer a comprehensive medical and insurance coverage to meet the needs of our employees.

We are committed to creating a global workplace that supports diversity, equity and embraces inclusion.

We attract, develop, and retain exceptional people in an inclusive environment, where all employees can reach their greatest potential. We are dedicated to the ongoing development of our employees because we know that it is critical to our success as a global company.

We have established our Remote Work Policy for eligible roles to promote Work-Life Balance through a hybrid work set up where our team members can take advantage of working both from home and at the office.

Safety is paramount to us, and we are relentless in our pursuit to provide a Safe Working Environment across our global network and facilities.

Through our benefits, development opportunities, and an inclusive and safe work environment, we aim to create an organization our people are proud to represent.

Our Commitment to Diversity, Equity & Inclusion

At Emerson, we are committed to fostering a culture where every employee is valued and respected for their unique experiences and perspectives. We believe a diverse and inclusive work environment contributes to the rich exchange of ideas and diversity of thoughts, that inspires innovation and brings the best solutions to our customers.

This philosophy is fundamental to living our company's values and our responsibility to leave the world in a better place.