Customer Support Engineer

hace 1 mes


San José, San José, Costa Rica Emerson A tiempo completo

About the Role

We are seeking an experienced Customer Support Engineer to join our team at Emerson. In this role, you will be responsible for providing technical support for our Ovation software and hardware products.

Key Responsibilities

  • Diagnose and resolve issues related to our Ovation products for customers and internal engineers.
  • Foster a positive work environment and work as a team player to address customer questions and technical issues.
  • Maintain customer satisfaction through group and individual effort.
  • Perform base customer support activities including phone support, remote diagnostics, and call record management.
  • Provide technical support for peripherals and 3rd party offerings.
  • Coordinate technical support processes and call escalation between support organizations.
  • Increase technical capabilities and establish areas of expertise.
  • Interface with Emerson Field Support Engineers and expert resources to resolve issues.
  • Maintain accurate documentation of support using SMS database and other tools.
  • Maintain Ovation product equipment and support labs.
  • Participate in rotational assignments to build skills and support customers.
  • Contribute to group activities and develop internal/external solutions.

Requirements

  • Bachelor of Science Degree in Engineering, Computer Science or equivalent.
  • Experience with Ovation products is a plus.
  • Advanced English language skills (B2) and additional languages are advantageous.
  • Advanced troubleshooting skills and excellent oral and written communication skills.
  • Ability to work effectively with internal and external customers.

Working Conditions

  • Up to 35% travel may be required.
  • Availability to work different shifts, including nights, weekends, and holidays.

Compensation and Benefits

The estimated annual salary for this position is $70,000 - $90,000, depending on experience. We also offer a comprehensive benefits package, including health insurance, retirement savings plan, and paid time off.


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