Technical Assistance Center (Tac) Support Engineer

Yokogawa•Newnan, GA

About The Position

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.

Requirements

Effectively initiate, develop, and oversee complex ideas, design concepts, proposals, procedures, project and design reviews
Manage customer relationships using active listening and effective communication. This includes support discussions, conflict resolution, and handling difficult conversations.
Strong analytical and problem-solving skills related to technical field support.
Ability to take calculated risks for growth and case resolution, while managing quality and customer expectations.
Ability to work in a fast-paced multi-tasking environment requires good time management, and quick response. This includes After-Hours Support 24/7/365.
Ability to travel to customer sites, up to 15%, to resolve support requests that cannot be handled through phone, email, and web support methodologies. Also required for project startups and commissioning. These dispatches are for atypical support, nonconformity, and emergency situations.
Ability to give and receive constructive feedback and/or coaching and respond appropriately.
Understands and follows safe work practices.
BS degree in Engineering or other relevant degrees such as Computer Science
Understanding of Control Systems involving DCS, PLC, Safety Systems, and/or Data Historian.
Understanding of networking and cybersecurity knowledge
Experience in Customer Support or Technical Helpdesk role.

Nice To Haves

PRM or Plant Device Asset Management (Hart, Fieldbus, etc) experience
Knowledge of basic engineering functions of one or more Yokogawa control systems

Responsibilities

TAC Support Engineer for Yokogawa’s Systems products, solutions, and services.
Customer Support activities involving Support Ticket Queues and Case Management. TAC is the Technical Helpdesk Support (post-sales) and handles these customer-support inquires 24/7/365.
Help manage, strengthen, and grow relationships with Global Support teams, including managing escalations for technical and quality performance
Technical support to Field Service activities, internal collaboration, and nonconformities, warranty support, global escalations, and at times project support
Provides insight and act as a liaison to cross-functional teams
Collaborate with internal and external clients to understand technical needs
Learns about the architecture and use of one or more Yokogawa control systems through training classes, mentoring, self-study as assigned, and direct support experience.
Supports customer requests related to Yokogawa industrial automation products. Requests can vary from direct product failures to general inquiries about usage, installation, and configuration.
Drive and support Change Management and Digital Transformation Initiatives
Research, understand, and comprehend internal and external technical documentation sources.
Research Yokogawa Product Manuals, as well as utilize Yokogawa global intranet resources.
Train in Quality Procedures and Corporate Governance.
Remote Technical Support for Systems Products and Advanced Solutions.
Document, organize, and log communications, and task activities.