Pws Technical Support Specialist
hace 16 horas
Job Overview
We are seeking a highly skilled Pws Technical Support Specialist to join our team at Emerson. This role involves providing technical support for Ovation software & hardware products, including peripherals and 3rd party package offerings.
Duties and Responsibilities
- Foster a positive work environment and professional growth within the Global Service Center.
- Work collaboratively with GSC colleagues 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 expertise 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 technical capabilities and establish areas of expertise.
- Interface with Emerson Field Support Engineers, regional offices, and expert resources as needed to resolve issues.
- Maintain accurate documentation of all support using 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 our installed base of customers.
- Contribute towards additional group activities/tasks, developing new internal/external solutions, and assisting with training as appropriate.
Qualifications
- Bachelor of Science Degree in Engineering, Computer Science, or equivalent is required.
- Experience with Ovation products and associated systems is a plus.
- Advanced level of English (B2) is essential; 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.
Working Conditions
- The position requires up to 35% travel.
- Availability to work different shifts, as required, including holidays, nights, and weekends.
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