Job Information
Emerson Lead Technical Support Engineer in Shanghai, China
Job Summary
You will be responsible for resolving product issues/questions as advised by Technical Support Management in addition to collaborate to people also working product support cases. Work may include sophisticated solving; remote monitoring & diagnostics; working with other engineering teams; regular status updates with customers and senior management. Direct named contact support for customers may also be involved. Travel (infrequent) to customer sites may be required to diagnose and resolve urgent issues as well as attend product trade shows.
In this role, your responsibilities will be:
Provides sophisticated 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 solving assistance to Emerson sales and field engineers, support engineers, certified support providers, distributors, and customers.
Research and solve 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.
Work with other engineering teams on design, reliability, and maintainability for all products.
Evaluate new product designs and features.
Fixes and identifies product problems for presentation to engineering or development for a resolution or disseminates appropriate information vital to correct configuration issues.
Acts as a liaison between the customer and sustaining engineering team.
Owns and handles 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 sophisticated 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 insight - You find 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.
Committed - You display a can-do demeanor in good and bad times.
For this role, you will need:
Bachelor of Science or equivalent experience 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, etc.) or competitive products (Rockwell, Siemens, etc.)
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 solving, 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 demeanor when dealing with customers and co-workers.
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 confirmed experience.
Experience with Operator Interface (Quick-Panel) and HMI/SCADA applications.
Experience with Emerson PAC Organisational Change & PAC Productivity Suite software
Experience with scripting languages and C++ software
Experience using and solving industrial communications – Ethernet comms in general and including SRTP, EGD, PROFINET, ModbusTCP, ProfiBus, DeviceNet, etc.
Ability to make decisions on case critical issue based on customer business situations.
Effective 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 bold 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 welcome foreign nationals to join us through our Work Authorization Sponsorship.
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 form 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 AND INCLUSION
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 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.administration@emerson.com.
Requisition ID : 24006729
Emerson is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to sex, race, color, religion, national origin, age, marital status, political affiliation, sexual orientation, gender identity, genetic information, disability or protected veteran status. We are committed to providing a workplace free of any discrimination or harassment.