Technical Supporter assisting customers with software - related issues and solutions. Collaborating using modern tools to ensure customer satisfaction and efficient operations.
About the role
- Technical Support Engineer providing customer support for Ovation control systems in power and water solutions. Responsible for troubleshooting, documentation, and client satisfaction in hybrid environment.
Responsibilities
- 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.
- Perform base customer support activities as needed, including phone support & remote diagnostics, managing and prioritizing call records and workload.
- Provide technical support for Ovation software & hardware products including peripherals and 3rd party package offerings.
- Coordinate technical support processes and call escalation from EECR to NA, and between various support organizations.
- Continually and proactively increase one’s technical capabilities, eventually establishing one or more area(s) of expertise.
- Interface with Emerson Field Support Engineers, regional offices and expert resources as needed to resolve issues.
- Maintain accurate documentation of all support, utilizing the SMS database and other tools.
- Maintain Ovation product equipment, support labs, and group capital equipment.
- Participate in rotational assignments to PWS Headquarters and to customer sites to build skills and support our installed base of customers.
- 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.
- 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.
- Experience with Ovation products and associated systems is a plus.
Benefits
- We recognize the importance of employee wellbeing. We prioritize providing competitive benefits plans, a variety of medical insurance plans, Employee Assistance Program, employee resource groups, recognition, and much more.
- Our culture offers flexible time off plans, vacation and holiday leave.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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