Hybrid Technical Support Engineer 1

at Emerson

• Job title: Technical Support Engineer 1
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: Not specified
• Degree requirement: Bachelor's Degree
• Location requirements: Hybrid, Escazu, Costa Rica

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.