Tac Support Engineer

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 18000 employees work in over 60 countries with one corporate mission to coinnovate 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.

TAC Support Engineer (Technical Product Customer Support) overseeing traditional Service Organization remote customer support activities. This includes Remote Support Technical Helpdesk (TAC Support). Supporting TAC not only involves local Customer Support but handling of Global Support and internal stakeholder relationships.

The Technical Assistance Center (TAC) Support Engineer will provide troubleshooting and technical support via phone webbased tools and email as well as advise customers regarding YokogawaProduct Line as it applies to Systems Products Advanced Solutions and related products inIndustrial Automation. Role has a leadership and team focus helping achieve support resolutions and customer successes across other team members. The support role is key to the teams overall successes and ensuring the customer experience.

This positionrequires analyticalthinking and problemsolving ability. Must be able towork individually have exceptions teamwork and customer support skills and ability to function within a global support structure. Must be ableto efficiently manage time amongst varying task assignments involvingdifferent product lines and different degrees of priority. Must be able to work under pressure in a fastpaced operational tempo in a customer exposed environment. Must be able to find resilience to ensure worklife balance and a longterm sustainable work ethic.

Primary Role involves:

• TAC Support Engineer for Yokogawas Systems products solutions and services.

• Customer Support activities involving Support Ticket Queues and Case Management. TAC is the Technical Helpdesk Support (postsales) and handles these customersupport inquires 24/7/375.

• Help manage strengthen and grow relationships with Global Support teams. Global Support engages 10 or Less of Technical Cases by Volume and managing these escalations for technical and quality performance are importance for overall timely resolution and the customer experience.

• Thinking Team; TAC Support are part of Yokogawas Lifecycle Services. This involves technical support to Field Service activities internal collaboration and nonconformities warranty support global escalations and at times project support. These are important overall for our customer experience.

• This role is a customerfacing position. Soft Skills such as Active Listening Communication Patience and Empathy are important to managing support progress and customer relationships. This includes support discussions conflict resolution and handling difficult conversations.

Important Job Knowledge or Experience:

• Control System knowledge involving DCS PLC Safety Systems and/or Data Historian.

• Basic networking and cybersecurity knowledge is necessary.

• Customer Support and Technical Helpdesk Management.

Desired Skills:

• Supportingcustomer requests related to Yokogawa industrial automation products. Requests can vary from direct productfailures to general inquiries about usage installation andconfiguration. Most requests arewithin normal business hours but we must be able to support afterhour callsas required to resolve immediate customer emergencies.

• Remote Technical Support for Systems Products and Advanced Solutions. Involves DCS System Safety System Data Historian and possible Scada system components. Technical Support is mainly product support focused but minor Sales Inquiries and Engineering Services are involved additionally.

• Due to system architecture Network Architecture and Functionality should be understood and applicable in troubleshooting scenarios. Endpoint Security Services including OS Patches Product Patches AntiVirus Services and System Backup Protection.

• Support Cases are logged in a Customer Support database. This DB must be managed for data quality to help ensure KPI Reporting Case Status and Open Backlog and historical lessons learned.

• Must be ableto document organize and log communications and task activities. Ability to follow established case handlingprocesses to ensure customer requests are properly managed and executed ina timely fashion.

• Exhibits theimportance of frugal and efficient time management and reports timepromptly and accurately as required by company policies across multiplesupport cases and project assignments.

• Ability to research understand and comprehend internal andexternal technical documentation sources. Must be able to research Yokogawa Product Manuals as well as utilize Yokogawaglobal intranet resources.

• Ability to follow and train on Quality Procedures and Corporate Governance. Our team must have a strong quality focus for longterm sustainable customer experience.

• Understandsand follows safe work practices. Safety First.

Optional:

• PRM or Plant Device Asset Management (Hart Fieldbus etc. experience is desirable.

• Competentwith the basic engineering functions of one or more Yokogawa controlsystems. Continues to expand this knowledge across multiple product lines.

• Learns aboutthe architecture and use of one or more Yokogawa control systems throughtraining classes mentoring selfstudy as assigned and direct supportexperience.

• Possessesstrong analytical and problemsolving skills related to field. Also required is the ability to have Hard Discussions and Conflict Negotiations. Our team needs to take calculated risks for growth and case resolution but we must also manage quality and customer expectations.

• Experience ina fastpace multitasking environment requiring good time management solidcommunication skills and quick response. This includes AfterHours Support 24/7/365.

• Ability totravel to customer sites to resolve support requests that cannot be handledthrough phone email and web support methodologies. Also required for project startups and commissioning. Travels up to 15 of the time. These dispatches are for atypical support nonconformity and emergency situations.

• Communicateideas and concepts developing the ability to persuade and influenceothers as needed both oral and written expression.

• Ability togive and receive constructive feedback and/or coaching and respondappropriately.

• Ability to drive and support Change Management and DX Initiatives. Our team needs to continuously evolve to stay competitive and adjust to new technologies.

SPECIFICATIONS:

Education & Experience: BS degree in Engineering or other relevant disciplines and 5 or more years of experience. Work credit may be additionally credited with an MS degree in Engineering or a PhD.

Qualifications: This position is recognized as a subject matter expert across the organization and in some cases the industry providing insight and possibly supervision to crossfunctional teams. Additionally must be able to work with internal and/or external clients in understanding their needs. The ability to effectively initiate develop and oversee complex ideas design concepts proposals procedures project and design reviews is considered critical for success in this role.

Work Environment: While performing the duties of this job the employee is frequently exposed to moving mechanical parts high precarious places fumes airborne particles toxic or caustic chemicals. The employee is frequently exposed to outdoor weather conditions extreme heat risk of electrical shock and vibration. The noise level in the environment is reasonable. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

Physical Demand: While performing the duties of this job the employee is frequently required to stand walk and sit. The employee is required to talk hear and reach with hands and arms to finger handle or feel. The employee is occasionally required to lift up to 50 pounds. The vision requirements include depth perception ability to adjust focus close vision and color vision. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

Yokogawa is an Equal Opportunity Employer. Yokogawa wants a diverse equitable and inclusive culture.We will actively recruit develop and promote people from a variety of backgrounds who differ in terms of experience knowledge thinking styles perspective cultural background and socioeconomic status.We will not discriminate based on race skin color age sex gender identity and expression sexual orientation religion belief political opinion nationality ethnicity place of origin disability family relations or any other circumstances. Yokogawa values differences and enables everyone to belong contribute succeed and demonstrate their full potential.

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