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We are looking for individuals who have a keen interest in learning new technologies and how to best apply them to deliver results. The chosen candidates will have an opportunity to work with an experienced team of engineers to deliver expert technical support and services to our installed-base worldwide.

Responsibilities:

• Responsible for providing technical support, consultation and on-site/remote diagnostics on Emerson Process Management products/systems, including DeltaV DCS, DeltaV SIS (Safety Instrumented Systems), Wireless Solution and PlantWeb installations for systems in Asia Pacific, Europe, Middle East, Africa, North America and Latin America end-user customers and engineering organizations.
  
  • This involves troubleshooting, problem analysis solution to installation, configuration and integration.
• Successfully works to reduce product problem resolution time and support efforts to develop training and troubleshooting resources (e.g. procedures, diagnostics, and documentation).
• Communicates & coordinates with Emerson Business Partners and Field Service Organizations worldwide, Technology, Marketing and Manufacturing to resolve customer product problems at a local and global level, correct product issues, and gives input on product direction.
• Maintains ownership of all customer problems received provides timely updates and sets the escalation priority.

Requirements:

• BS/MS in Chemical, Electrical, Communications or Mechanical Engineering or other Engineering Degrees.
• Minimum of three (5) years experience in process control or process engineering in at least of the following process industries: hydrocarbon processing, oil & gas (on-shore/off-shore), pulp & paper, specialty chemicals, pharmaceutical, food & beverage or power generation.
• Responsibility for control system configuration, third-party equipment integration, startup of process control projects, or ongoing system maintenance/support
• Experience with DCS, PLC, or SCADA systems.
• Exposure to discrete and continuous or batch controls, PC based MMI, Advanced Controls, Fieldbus or field instrumentation.
• Ability to troubleshoot systems and write technical descriptions of the results.
• Knowledge of networking, TCP/IP, Visual Basic, Windows (XP/2003/Vista/Window 7) operating system,
• Excellent spoken and written English; knowledge of other foreign language (Spanish or Mandarin) is an advantage
• Willing to work on shift schedule
• Willing to travel and take on domestic/international assignments including long term (3+ months)
• Required to interact directly with customers from Manila office and onsite during assignments

Brief Description of duties / key Results to be achieved:

The Technical Support Supervisor will be responsible for overseeing AO Technical Support operations during the APAC and EMA shifts having both technical and supervisory/administrative roles:

Technical Support responsibilities:

• Must learn both Machinery Health and Plant Asset Management products and technologies, and support customer via phone and email in an escalation capacity
• Coordinate with local technology team, marketing or US counterparts to understand and resolve troublesome tickets while levering existing technical engineers’ skill and knowledge
• Identify and provide training to Technical Support engineers as needs arises
• Identify and provide appropriate tools needed to Technical Support engineers to perform their task efficiently and effectively, including overseeing laboratory maintenance Supervisory/ Administrative responsibilities:
• Supervise a team of 4-5 technical support engineers during AP-EMA shift, building, coaching and directing them into a highly responsible team that meets the required performance standards
• Coordinate with AO Technical Support Manager and the US managers (from Knoxville and Eden Prairie) to get directions regarding initiatives, goals and projects
• Perform standard administrative supervisory task including performance reporting and evaluation, monthly one-on-ones, policy dissemination
• Ensure that staffing coverage fro the AP-EMA shift is at the optimum level, making adjustments to schedules (including own schedule) as necessary to meet staffing requirements
• Previous Experience / Skills:
• 3 to 5 years of experience in process control and/or technical support environment
• Has working experience with Plant Asset and/or Machinery Health Management products and
  technologies
• Knowledge of process control from at least one target industry – oil and gas, Chemical, refining, Pharmaceutical, or other fluid process control industries
• Knowledge and experience engineering and/or operating control systems
• Experience in plant or with system acceptance and startup at customer sites
• Experience with field device calibration
• Experience with computer networking and basic hardware (Ethernet), serial interfaces, routers, hubs etc.
• Experience with Microsoft Operating Systems, including system setup, application installation and computer administration
• Excellent troubleshooting and problem-solving skills; ability to isolate and resolve technical issues
• Knowledge of HART and Field bus protocols (desired)
• Must have experience or skill necessary to supervise a group of 4-5 technical support engineers
• Excellent English skills
• Be willing to work shifted hours to provide support for APAC and EMA customers
• BS/MS in Electrical Engineering, Chemical Engineering, Mechanical Engineering, Computer Engineering or other technical degrees with appropriate experience.