Job Summary

If you are a professional looking for an opportunity to work with the global Emerson Systems and Software organization, this is a stimulating opportunity for you! The Technical Support Engineer is accountable for resolving product issues as suggested by Technical Support Management, interfacing with others, and working on product support cases. Work may include advanced troubleshooting; remote monitoring & diagnostics; collaborating with other engineering groups; and regular status updates with customers and management. Direct-named contact support for customers may also be involved. Travel (infrequent) to customer sites may be required to diagnose and resolve issues and attend product trade shows.

In this role, your responsibilities will be:

• Responding to requests for technical support that come in via phone, email, web, or other mechanisms.
• Documenting all support activity using standard procedures in our case management system.
• Providing product support to ensure efficient problem resolution, which includes critical/high-priority accounts and situations.
• Identifying and resolving product issues as part of an overall effort to provide design, application, technical, and troubleshooting assistance to Emerson Machine Automation Solutions (MAS) Platforms sales and field engineers, support engineers, certified support providers, distributors, and customers.
• Researching and solving issues involving electrical/electronic control systems, PLC products, PLC applications/ designs, motion controls, operator interfaces, and associated software.
• Designing, assembling, testing, and simulating systems to identify and resolve reported product issues.
• Involved in working with different groups on design, reliability, and maintainability for all products.
• Evaluating new product designs and features.
• Troubleshooting and identifying product problems for presentation to engineering or development for a resolution or disseminating appropriate information vital to correct configuration issues.
• Acting as a liaison between the customer and sustaining engineering team.
• Owning and handling personal caseload, performing callbacks and case follow-through as defined by the Case Management Procedures.
• Collaborating with Quality, Development, Application Engineering, and management regarding escalation, resolution, potential critical accounts, and situations.
• Creating solutions for the Emerson MAS Knowledge base.
• Acquiring knowledge of how Emerson MAS Platforms software and hardware is applied in the marketplace. Gains further product knowledge by attending appropriate classes and seminars.
• May participate in Aged Case Review with Sustaining Engineering and Quality teams.

Who You Are:

You gain insight into customer needs. You anticipate the impact of emerging technologies and make adjustments. You readily take action on challenges, without unnecessary planning. You consider all relevant factors and use appropriate decision-making criteria and principles.

For This Role, You Will Need:

• BS/MS in Chemical, Electrical, Electronics, Mechanical, Instrumentation, or other Engineering and IT Degrees
• Minimum 3 years of design/application/support experience with Emerson PLC and automation products (PACSystems, Machine Edition, etc.) or competitive products.
• Product and solutions knowledge with Motion solutions; servo, steppers, and variable frequency drives.
• PLC and Motion programming experience.
• Industrial Controls domain and application knowledge.
• Experience working directly with customers, and excellent written and oral communication skills.
• Excellent troubleshooting, and analytical skills.
• Sets an example in terms of quality, consistency, and level of work, as well as work ethic and approach.

Preferred Qualifications that Set You Apart:

• Experience reproducing customer-reported problems; isolating cause and driving resolution is key to this role as is in-depth technical, application, and domain knowledge.
• Experience with Operator Interface (QuickPanel) and HMI/SCADA applications.
• Experience with Emerson PAC Change Management Software
• Experience with scripting languages and C++ software
• Experience using and troubleshooting industrial communications - Ethernet comms in general and including SRTP, EGD, PROFINET, ModbusTCP, ProfiBus, DeviceNet, etc.
• Ability to make decisions on case escalation based on customer business situations.
• Strong communication and presentation skills as measured by previous technical presentations to customers and/or employees.

Our Culture & Commitment to You

At Emerson, we prioritize a workplace where every employee is valued, respected, and empowered to grow. We foster an environment that encourages innovation, collaboration, and diverse perspectives-because we know that great ideas come from great teams. Our commitment to ongoing career development and growing an inclusive culture ensures you have the support to thrive. Whether through mentorship, training, or leadership opportunities, we invest in your success so you can make a lasting impact. We believe diverse teams, working together are key to driving growth and delivering business results.

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, including paid parental leave (maternal and paternal), vacation and holiday leave.

ABOUT US

WHY EMERSON

Our Commitment to Our People

At Emerson, we are motivated by a spirit of collaboration that helps our diverse, multicultural teams across the world drive innovation that makes the world healthier, safer, smarter, and more sustainable. And we want you to join us in our bold aspiration.

We have built an engaged community of inquisitive, dedicated people who thrive knowing they are welcomed, trusted, celebrated, and empowered to solve the world's most complex problems - for our customers, our communities, and the planet. You'll contribute to this vital work while further developing your skills through our award-winning employee development programs. We are a proud corporate citizen in every city where we operate and are committed to our people, our communities, and the world at large. We take this responsibility seriously and strive to make a positive impact through every endeavor.

At Emerson, you'll see firsthand that our people are at the center of everything we do. So, let's go. Let's think differently. Learn, collaborate, and grow. Seek opportunity. Push boundaries. Be empowered to make things better. Speed up to break through. Let's go, together.

Accessibility Assistance or Accommodation

If you have a disability and are having difficulty accessing or using this website to apply for a position, please contact: idisability.administrator@emerson.com.

ABOUT EMERSON

Emerson is a global leader in automation technology and software. Through our deep domain expertise and legacy of flawless execution, Emerson helps customers in critical industries like life sciences, energy, power and renewables, chemical and advanced factory automation operate more sustainably while improving productivity, energy security and reliability.

With global operations and a comprehensive portfolio of software and technology, we are helping companies implement digital transformation to measurably improve their operations, conserve valuable resources and enhance their safety.

We offer equitable opportunities, celebrate diversity, and embrace challenges with confidence that, together, we can make an impact across a broad spectrum of countries and industries. Whether you're an established professional looking for a career change, an undergraduate student exploring possibilities, or a recent graduate with an advanced degree, you'll find your chance to make a difference with Emerson. Join our team - let's go!

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