Emerson

DCS Support Engineer

Emerson

full-time

Posted on:

Location Type: Hybrid

Location: Escazú • Costa Rica

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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 (electrical, mechanical, electromechanical or related field).
  • 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.
  • Willingness to travel.
  • Willingness to work different shifts.
Benefits
  • Employee Assistance Program
  • Employee resource groups
  • Flexible time off plans
  • Vacation and holiday leave
  • Competitive benefits plans
  • Variety of medical insurance plans
Applicant Tracking System Keywords

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

Hard Skills & Tools
Ovation softwareOvation hardwaretroubleshootingremote diagnosticstechnical supportcall managementdocumentationcustomer supporttechnical processescapital equipment maintenance
Soft Skills
team playerinterpersonal skillsoral communicationwritten communicationcustomer satisfactionprofessional growthproblem-solvingcollaborationadaptabilitywillingness to travel
Certifications
Bachelor of Science Degree in Engineering