Emerson

Technical Support Engineer 1

Emerson

full-time

Posted on:

Location Type: Hybrid

Location: Escazú • 🇨🇷 Costa Rica

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Job Level

Mid-LevelSenior

About the role

  • 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 as needed, 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 and proactively increase one’s technical capabilities, eventually establishing one or more area(s) of expertise.
  • Interface with Emerson Field Support Engineers, regional offices and expert resources as needed 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 to customer sites to build skills and support our installed base of customers.
  • Help to enhance the value of the Global Service Center by contributing towards additional group activities/tasks, developing new internal/external solutions, and assisting with training (as appropriate).

Requirements

  • The position requires a Bachelor of Science Degree in Engineering, Computer Science or equivalent.
  • The position requires an advanced level of English [B2] (additional languages are advantageous).
  • Possess advanced troubleshooting skills (i.e., diagnosing and resolving computer related issues).
  • The position requires good interpersonal skills and excellent oral and written communication skills in a formal environment.
  • The ability to work effectively with internal and external customers is essential.
  • Experience with Ovation products and associated systems is a plus.
Benefits
  • We recognize the importance of employee wellbeing. We prioritize providing competitive benefits plans, a variety of medical insurance plans, Employee Assistance Program, employee resource groups, recognition, and much more.
  • Our culture offers flexible time off plans, vacation and holiday leave.

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
troubleshootingtechnical supportremote diagnosticsOvation softwareOvation hardwarecall managementdocumentationcustomer supportproblem resolutiontechnical expertise
Soft skills
team playerinterpersonal skillsoral communicationwritten communicationcustomer serviceprofessional growthcollaborationproactive attitudeadaptabilitytraining assistance
Certifications
Bachelor of Science DegreeEngineeringComputer Science