Technical Support Engineer 2 Application and Sales Requisition ID: (19011975)
Primary Location: Philippines-National Capital Region-Quezon City
Job Function: Engineering
Job Posting Date: Sep 11, 2019, 2:53:23 AM
Description
Under the direction of Team Lead or Supervisor, the Technical Support Engineer is mainly tasked to provide customer support for Rosemount Analytical and Detection – Gas Chromatograph through proposal and quote generation and answering support requests.As primary technical contact for customers, the Technical Support Engineer is responsible for supporting the customer on pre and post-sales inquiries for Analytical GC Product. This function includes but is not limited to: application support, Quotation, Part Number creation, drawing transmittal, process return material authorization and a liaison between Rosemount Analytical Sales Representative and their customers. The principal means of communication to the customer is phone and email.The Technical Support Engineer manages the customer and faces a dynamic environment, using a selection of e-tools such as Oracle, JDE, AQ2000, CRMoD, Integrated Phone System and Electronic Filing (OCM).ResponsibilitiesDuty 1: Proposal GenerationQuote ScreeningEscalates commercial inquiries to factory /Escalates pricing issues to appropriate support group
Escalates ITC (International Trade and Compliance) issues.Quote Generation
Enters quote details, recommended product model codes, and miscellaneous items (documents and services) in system
Generates new or revised proposal
Coordinates with the supplier/factory/other support group to obtain/identify specific lead time of a product not readily available on the system (may be a custom item with no standard lead time).
Provides product lead time based on system data
(standard product lead time)
Validates and calculates pricing using system tools
Escalates Expedite Order/Quote RequestsSystem Model Creation
Submits Request for Model Setups
Escalates model configuration issues to product configuration solutions teamCustomer Transaction Management
Creates, monitors, prioritizes and updates CRM requests
Checks and extracts customer-specific information from business systems
Completes Progress/Status Report.
Escalates SR when necessary
Identifies appropriate transaction levels/ Classification/ Tier
Logs Inquiries
Saves/Uploads/Archives Communication Records (FileNet, OCM, GMS, CRM, Shared Folders,
SharePoint)
Updates order/quote records/data/status in Business System
Allocates Requests/Tasks/Emails to appropriate individual/support group (Workload and Escalation Management)
Conducts initial analysis of requests and respond to customerDuty 2: Technical SupportProduct & Application Information SupportProvides product specification information that the customer needs
Explains product specification and product features to customers
Reviews configuration datasheet and validates against customer requirements
Validates and calibrates information in the business system/tools and technical references
Recommends solution for industry standard compliant engineering specifications (standard product)
Reviews individual instrument specifications / requirements and selects appropriate model code and service offering. All products is based on current product offerings and service offering. Builds product model string based on customer requirements for 1-3 types of technology. System aided tool is used for the final model built.Product Model Selection
Analyzes customer requirements and provides recommended product features and build model.
Identifies Non-standard product offering from a given database, that can be offered to fulfill customer requirements.
Builds product model string based on customer requirements without system aided tools.
Analyzes and recommends product configuration(hardware/software) that can be applied to legacy or as a new ETO/ new productDuty 3: Continuous Improvement and InnovationParticipates in the planning and execution of Functional Unit Strategic Initiatives/Programs to support the objectives of the management.Additional InformationNetwork of InteractionInternal:
Internal Sales Team
International Sales Team
Field Sales Team
Product Engineers/Managers
Sales Managers/Directors
Credit Management
Shipping and Logistics
Quality
Peers
Operations
Planners/BuyersExternal:
Direct Customers
Local Business PartnersRequirementsEducation:
Engineering Degree (Chemical, Electrical, Instrumentation)
Job Related Experience:
At least 2-years instrumentation and pre-sales technical customer support experience
Specific Knowledge:
Basic knowledge in process control, Analyzer, Multi-meter operations and related applications
Instrumentation and Control
Knowledge on Gas chromatograph
MS Office (Word, Excel, PowerPoint, Adobe Acrobat)
Trade and Compliance Training
Data entry system and CRMAbout EmersonAt Emerson, we are innovators and problem-solvers, focused on a common purpose: leaving our world in a better place than we found it. Each and every day, our foundational values—integrity, safety and quality, supporting our people, customer focus, continuous improvement, collaboration and innovation—inform every decision we make and empower our employees to keep reaching higher.As a global technology and engineering leader, we provide groundbreaking solutions for customers in industrial, commercial, and residential markets.Our Automation Solutions business helps process, hybrid, and discrete manufacturers maximize production and protect personnel and the environment while optimizing their energy and operating costs. Our Commercial & Residential Solutions business helps ensure human comfort and health, protect food quality and safety, advance energy efficiency and create sustainable infrastructure.Emerson, a Fortune 500 company with $17.4 billion in sales, more than 20 Innovation, Solutions & Engineering Centers, and 200 manufacturing locations worldwide, is committed to helping employees grow and thrive throughout their careers.Whether you're an established professional looking for a career change, an undergraduate student exploring options or a recent MBA graduate, you'll find a variety of opportunities at Emerson. Join our team and start your journey today.
