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Ovation Support Specialist
hace 1 semana
About the Role:
The Emerson PWS Global Service Center is seeking a highly skilled Ovation product technical support engineer to join our team. As an Ovation Support Specialist, you will be responsible for effectively diagnosing and resolving product-related issues for customers and internal engineers.
To succeed in this role, you should possess excellent technical troubleshooting skills and be familiar with process control and basic power generation concepts. It is also advantageous to have knowledge of current Ovation products and associated systems, including networking, third-party data links, and security.
Key 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, 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 increase one's technical capabilities, establishing one or more areas of expertise.
- Interface with Emerson Field Support Engineers, regional offices, and expert resources 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 customer sites to build skills and support installed customers.
Requirements:
- Bachelor of Science Degree in Engineering, Computer Science, or equivalent.
- Experience with Ovation products and associated systems is a plus.
- Advanced level of English (B2) and additional languages are advantageous.
- Advanced troubleshooting skills, diagnosing and resolving computer-related issues.
- Good interpersonal skills and excellent oral and written communication skills in a formal environment.
- Able to work effectively with internal and external customers.
