Lead Technical Support Engineer

2 weeks ago

Shanghai, Shanghai, China emerson Full time

AS A LEAD TECHNICAL SUPPORT ENGINEER, YOU WILL:

Provides advanced product support, and leadership to ensure efficient problem resolution, which includes work on critical/high priority accounts and situations.

Identify and resolve product issues as part of an overall effort to provide design, application, technical, and troubleshooting assistance to Emerson sales and field engineers, support engineers, certified support providers, distributors, and customers.

Research and troubleshoot issues involving electrical/electronic control systems, PLC products, PLC applications/ designs, motion controls, operator interfaces, and associated software.

Design, assemble, test, and simulate systems to identify and resolve reported product issues.

Interface with other engineering teams on design, reliability, and maintainability for all products.

Evaluate new product designs and features.

Troubleshoots and identifies product problems for presentation to engineering or development for a resolution or disseminates appropriate information necessary to correct configuration issues.

Acts as a liaison between the customer and sustaining engineering team.

Owns and manages personal caseload, performs callbacks and case follow through as defined by the Case Management Procedures.

Consults with Quality, Development, Application Engineering, and management as needed to resolve inquiries as quickly as possible.

Creates solutions for the Emerson Knowledge base.

Works to gain knowledge of how Emerson software and hardware is applied in the marketplace. Gains further product knowledge by attending appropriate classes and seminars.

May also serve as point person on escalated issues.

May act as a liaison between support team and Senior Management.

Provides technical support education and mentoring to more junior support members.

May participate in or lead Aged Case Review with Sustaining Engineering and Quality teams.

WHO YOU ARE:

Business Insight - You keep up with current and potential future policies, practices, and trends in the organization, with the competition, and in the marketplace.

Customer Focus and empathy - You identify opportunities that benefit the customer.

Tech Savvy - You scan the environment for new technical skills, knowledge, or capabilities that can benefit business or personal performance.

Decision Quality - You make sound decisions, even in the absence of complete information.

Action Oriented - You display a can-do attitude in good and bad times.

REQUIRED EDUCATION, EXPERIENCE & SKILLS:

Bachelor of Science in Engineering

Must be fluent in Chinese and English (reading, speaking, writing)

Minimum 7 years design/application/support experience with Emerson PLC and automation products (PACSystems, Machine Edition, or competitive products (Rockwell, Siemens,

PLC and Motion programming experience.

Strong domain and application knowledge.

Experience collaborating directly with customers via email and phone

Excellent written and oral communication skills.

Excellent troubleshooting, customer service and analytical skills.

Sets an example in terms of quality, consistency, and level of work, as well as work ethic and approach.

Positive attitude when dealing with customers and co-workers.

PREFERRED EDUCATION, EXPERIENCE & SKILLS:

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 & PAC Productivity Suite 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.

Effective communication and presentation skills as measured by previous technical presentations to customers and/or employees.

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