Product Support Engineer

hace 2 días


Nuevo Laredo, Tamaulipas, México Emerson A tiempo completo

Education:


• Bachelor's degree or equivalent experience in engineering or technical field.

Experience:


• 3+ years supporting products and customers in a technical capacity.


• Familiarity with the Oracle ERP System.


• Strong organizational and problem-solving skills.


• Microsoft Office (Word, Excel, Power Point)


• Must be fluent in English.

Responsibilities:


• Manage open customer issues via tracking system.


• Provide data for periodic reports, such as usage metrics, support activity logs, open case reports.


• Find optimal solution by engaging in discussions with customers, applications, and sales.


• Consolidate and stay current on service manuals, retrofit instructions, technical bulletins, and parts lists.


• Provide prompt support to Service Technicians, Sales Engineers and Customers via email and phone to resolve non-routine technical problems.


• Escalate software defects and advanced issues to Tier 2 Product Support.


• Coordinate the Field Service Force Schedule to better assist customers with on site support.


• Stay up to date on new product features and improvements through collaboration with engineering and product marketing teams.


• Document quality control issues (iSight) and provide feedback to stakeholders


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