Technical Support Engineer
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The Technical Support Engineer (Siemens) provides technical product support to both internal and external customers remotely via telephone, email and remote service technologies (when applicable). The Technical Support Engineer will disseminate product knowledge and provide troubleshooting assistance to customers on the Siemens PCS 7 product line. By being responsive, knowledgeable and taking ownership of inquiries, the Technical Support Engineer helps drive customer satisfaction and loyalty.
The Technical Support Engineer is a member of the Customer Service, Service Delivery organization, reporting to the Technical Support Manager.
The preferred location for this position is in Harleysville, PA (Greater Philadelphia Area).
Responsibilities
- Provides remote technical support (telephone, email, etc.) to resolve complex issues related to the application of Siemens Process Automation products.
- Listens to customer concerns and issues, uses appropriate troubleshooting and problem analysis techniques to isolate the root cause of the problems, and recommends / implements appropriate solutions to resolve the problem.
- Maintains awareness of customer situations and strives to ensure the highest levels of customer satisfaction. Understands the customer's urgency for a resolution to properly assign priorities to the existing cases in our queue.
- Thoroughly documents customer questions and potential solutions using a case management system.
- Maintains awareness of and follows departmental procedures.
- Works closely with other members of our various technical communities and conveys technical knowledge gained via the generation of Frequently Asked Questions (FAQs), Tips & Tricks, Application notes, etc.
- Works closely with Sales, Technical Support, Engineering, and various internal groups to manage escalated customer inquiries.
- Identifies potential product enhancements and communicates to product management.
- Support may include occasional on-site support
- Position requires both scheduled and occasionally unplanned 24x7 rotational on call technical support.
Required Skills
- BS/BA in engineering or equivalent Associates Degree or combination of education and experience
- At least 2-5 years of successful experience in related field and demonstration of the success skills listed above
- Knowledge of Distributed Control Systems (DCS), preferably in Siemens based systems (SIMATIC PCS 7, SIMIT and SITOP)
- Knowledge of instrumentation and field devices
- Knowledge of Profibus and Profinet
- Experience with electrical circuits and electronics troubleshooting
- Must be a self-starter with ability to learn new technologies in a fast-paced environment.
- Excellent customer interfacing skills, both verbal and written
- Ability to communicate technical information, both verbal and written
- Ability to work independently towards resolution of multiple technical issues simultaneously
Preferred skills
- Knowledge of electrical circuitry and IO signal processing
- Knowledge of industrial networking
- Knowledge of virtual architectures