Hybrid Senior Technical Support Engineer

at Emerson

• Job title: Senior Technical Support Engineer
• Job type: Full Time
• Experience level: Senior
• Salary: Not specified
• Degree requirement: Bachelor's Degree
• Location requirements: Hybrid, Langenfeld Rheinland, Germany

About the role

• Senior Technical Support Engineer resolving product inquiries and issues at Emerson. Responsible for advanced troubleshooting, remote diagnostics, and customer support with occasional travel requirements.

Responsibilities

• Provides product expertise to answer technical questions, provide guidance on control systems, and solve problems• Identify and resolve product issues as part of an overall effort to provide design, application, technical, and troubleshooting assistance to Emerson sales and field engineers, support engineers, certified support providers, distributors, and customers• Research and troubleshoot issues involving electrical/electronic control systems, PLC products, PLC applications/ designs, motion controls, operator interfaces, and associated software• Design, assemble, test, and simulate systems to identify and resolve reported product issues/questions• Interface with other engineering teams on design, reliability, and maintainability for all products• Evaluate new product designs and features• You keep up with current and possible future policies, practices, and trends in the organization, with the competition, and in the marketplace• You identify opportunities that benefit the customer• You scan the environment for new technical skills, knowledge, or capabilities that can benefit business or personal performance• You make sound decisions, even in the absence of complete information• You display a can-do attitude in good and bad times

Requirements

• Minimum 10+ years as a controls system engineer or specialist, preferably in industrial automation• Bachelor of Science in Engineering• PLC and operator interface programming and application experience• Experience working directly with customers via email and phone• Proficient in English – strong oral and written communication. Other language skills like German represents an advantage• Strong troubleshooting, customer service, and analytical skills• Sets an example in terms of quality, consistency, and level of work, as well as work ethic and approach• Open-minded and desire to work in an international environment with customers and colleagues all over the world; handle international contacts in a professional way• Preferred Qualifications That Set You Apart:• Design/application/programming/support experience with Emerson PLC and automation products (PAC Systems, Machine Edition, etc.) or competitive products (Rockwell, Siemens, etc.)• 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 programming• 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• Ability to coach and guide other team members.

Benefits

• We foster an environment that encourages innovation, collaboration, and diverse perspectives• Our commitment to ongoing career development and growing an inclusive culture ensures you have the support to thrive