Summary
Yokogawa is an industrial automation and technology provider. The Customer Support Engineer handles customer inquiries for control systems, including SCADA CI Server, Stardom controllers and associated networks, and registers cases in CRM. The role includes resolving straightforward inquiries, coordinating and following up on escalated technical cases, and working toward one-call resolution. Applicants need a bachelor’s degree in electronics, electrical or instrumentation engineering and 8–12 years of process control systems experience, including SCADA, Stardom PLC, DCS or safety systems.
The posting
As published on yokogawa.com. Pulled from the employer's site and shown as they wrote it.
Not just a job, but a career
Yokogawa, award winner for ‘Best Asset Monitoring Technology’ and ‘Best Digital Twin Technology’ at the HP Awards, is a leading provider of industrial automation, test and measurement, information systems and industrial services in several industries.
Our aim is to shape a better future for our planet through supporting the energy transition, (bio)technology, artificial intelligence, industrial cybersecurity, etc. We are committed to the United Nations sustainable development goals by utilizing our ability to measure and connect.
About the Team
Our 18,000 employees work in over 60 countries with one corporate mission, to "co-innovate tomorrow". We are looking for dynamic colleagues who share our passion for technology and care for our planet. In return, we offer you great career opportunities to grow yourself in a truly global culture where respect, value creation, collaboration, integrity, and gratitude are highly valued and exhibited in everything we do.
Job Purpose: -
Customer Support Engineer with strong in-bound and out-bound call answering experience. Knowledge of communications system and skills should include a demonstrated competency in Windows applications, keyboarding proficiency and use of automated systems. Articulate with excellent verbal and written communication skills. Diplomatically resolve customer complaints, manage issues to ensure customer satisfaction at the Response Center Department dedicated for control systems Specific to SCADA CI Server, Stardom controllers and associated networks.
Key Responsibilities & Accountabilities
- Handle all inbound calls within the dynamics of Response Center Department environment.
- Manage priorities and maintain effective results.
- Deliver excellent customer service and build customer satisfaction and loyalty.
- Provide effective and timely registration of all the cases logged / customer inquiries.
- On-Job learning to answer and close simple customer inquires
- Handover calls/inquiries after CRM registration to the Response Center Department Technical Engineer / other division contacts and follow-up for closure.
- Enhance customer experience by providing information on new products, services and solutions
- Strive for one-call resolution of customer issues.
- Complete training programs and to stay abreast of product, service and policy changes.
- Strike a positive and cooperative tone with both customers and coworkers.
- Exercise strong interpersonal communication skills with customers and department personnel.
- Accept assignments with an open, cooperative, positive and team-oriented attitude
Qualification and Experience
- Bachelor’ Degree in Engineering – Electronics, Electrical, Instrumentation
- Minimum 8-12 years’ Experience in Process Control Systems –SCADA, stardom PLC and DCS / Safety Systems
- Yokogawa System experience [ CI, Fast tools / Centum / Prosafe RS ]
- Good knowledge in network domain concept, application deployment, OT security applications and system in the network and certifications will be an added advantage
Required Competencies / skills
- Customer interaction/relationship skills
- Analytical skills in troubleshooting and investigation of complex issues reported from site.
- Adaptability and quick learner of various products and technologies in the instrumentation and control systems domain
- Passion for customer support. Listening skill with can-do attitude
- co-ordination and interpersonal skills.
- Effective team player and proactive approach to all situations
- Service, troubleshooting methodologies with maintenance procedures of IA systems at industrial automation facilities.
Yokogawa is an Equal Opportunity Employer. Yokogawa wants a diverse, equitable and inclusive culture. We will actively recruit, develop, and promote people from a variety of backgrounds who differ in terms of experience, knowledge, thinking styles, perspective, cultural background, and socioeconomic status. We will not discriminate based on race, skin color, age, sex, gender identity and expression, sexual orientation, religion, belief, political opinion, nationality, ethnicity, place of origin, disability, family relations or any other circumstances. Yokogawa values differences and enables everyone to belong, contribute, succeed, and demonstrate their full potential.
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