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! 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 problems Ability to connect with customers optimally and with confidence, whether via phone or electronic messaging Providing user administration services for customers including, setting up new users, changing passwords, granting permissions, setting company default parameters Beginning with a basic level of troubleshooting hardware and communication issues, grow throughout your time in the role to gain more advanced skills Ability to multitask and apply multiple systems and programs in order to resolve customer issues Monitoring, analyzing, and responding to well alarms, including advising customers of notifications Coordinating the implementation of automated data pushes to a customer’s field data capture or production accounting solution Supporting other team members enthusiastically when called upon for help Validating and troubleshooting production data for various reports Raising customer issues when appropriate Referring enhancement requests and/or technical service requests to the appropriate team members Identifying and reporting application bugs Making recommendations to improve efficiency Representing the department to the other departments in the company Participating in the development and delivery of new service offerings Ensuring 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 role Experience with DCS, PLC, or SCADA systems Exceptional background and skills in providing superior customer service Superior communication skills both written and verbal Knowledge and/or skills in Salesforce and Service Cloud Fast learner (ability to learn new software quickly) Proficient in Microsoft Word, Excel and Power Point, and basic understanding of computerized databases Strong team player, capable of performing in a fast-paced environment Able to work with confidential information Strong investigative skills in a multitude of assets Proven ability to identify, analyze, and resolve complex issues Excellent time management skills, particularly the ability to manage numerous interruptions and juggle several complex issues at one time Strong organizational and prioritization skills  

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. Learn more about our Culture & Values and about Diversity, Equity & Inclusion at Emerson.

If you have a disability and are having difficulty accessing or using this website to apply for a position, please contact idisability.administrator@emerson.com.