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! Emerson's Frontline Support Engineer in our Customer Experience Department delights our customers by providing efficient and accurate setup and support of new customers, monitoring and notification to customers of alarm conditions, and base-level equipment troubleshooting.

In this Role, Your Responsibilities Will Be:

• Receiving and acting on support requests with a focus on outstanding customer service while troubleshooting and resolving problems
• Ability to connect with customers optimally and with confidence, whether via phone or electronic messaging
• Providing user administration services for customers including, setting up new users, changing passwords, granting permissions, setting company default parameters
• Beginning with a basic level of troubleshooting hardware and communication issues, grow throughout your time in the role to gain more advanced skills
• Ability to multitask and apply multiple systems and programs in order to resolve customer issues
• Monitoring, analyzing, and responding to well alarms, including advising customers of notifications
• Coordinating the implementation of automated data pushes to a customer's field data capture or production accounting solution
• Supporting other team members enthusiastically when called upon for help
• Validating and troubleshooting production data for various reports
• Raising customer issues when appropriate
• Referring enhancement requests and/or technical service requests to the appropriate team members
• Identifying and reporting application bugs
• Making recommendations to improve efficiency
• Representing the department to the other departments in the company
• Participating in the development and delivery of new service offerings
• Ensuring all information is detailed, kept up to date and changes are entered into the database promptly;
• Acting as a change agent both internally and externally for our customers to promote and effect continuous improvement in the delivery and the adoption of the company platform.
• All other duties as assigned

Who You Are:

You gain insight into customer needs. You provide timely and helpful information to others across the organization. You have a strong bottom-line orientation.

For This Role, You Will Need:

• BS/MS in Chemical, Electrical, Electronics, Mechanical, Instrumentation, or other Engineering Degrees.
• 1+ years' experience working within a technical support environment with preferable exposure to providing Tier 2 level of support

Preferred Qualifications that Set You Apart:

• Experience providing support and/or working in a process control, process engineering, or production operations role
• Experience with DCS, PLC, or SCADA systems
• Exceptional background and skills in providing superior customer service
• Superior communication skills both written and verbal
• Knowledge and/or skills in Salesforce and Service Cloud
• Fast learner (ability to learn new software quickly)
• Proficient in Microsoft Word, Excel and Power Point, and basic understanding of computerized databases
• Strong team player, capable of performing in a fast-paced environment
• Able to work with confidential information
• Strong investigative skills in a multitude of assets
• Proven ability to identify, analyze, and resolve complex issues
• Excellent time management skills, particularly the ability to manage numerous interruptions and juggle several complex issues at one time
• Strong organizational and prioritization skills

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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