Job description
This role is an exciting opportunity to support the Industrial business. If you are an ENGINEERING FIELD SUPPORT SPECIALIST looking for an opportunity to grow, Emerson has an exciting opportunity for you! The Support Specialist partners with customers as the point of escalation for customer demands and assists with all technical matters. In addition to the responsibilities below, this position requires a highly motivated individual who flourishes when solving urgent and complex issues in a fast-paced multifaceted environment.
AS A TECHNICAL SUPPORT SPECIALIST, YOU WILL:
- Deliver consistent, outstanding customer service that exceeds customer needs through strong customer service, innovation, and continuous improvement.
- Lead and initiate action on support requests that come to the shared department inbox, from customer calls, or from internal referrals.
- Deliver result-based outcomes and be a key contributor to improved business processes and metrics.
- Work cross-functionally to drive the resolution of sophisticated field technical problems with limited information.
- Analyze field data and operating conditions and provide recommendations to customers.
- Provide support for the parts department with part number identification.
- Support external customers, as well as Vilter traveling service technicians and other internal team members, with a smooth resolution of technical matters related to installation, set-up, operation, maintenance, and repair of Vilter equipment.
- Document and track field incidents in the system and raise data requests or field trends.
- Assist with content development for use in Vilter training schools and internal training.
- Review parts and equipment returned through the RMA process and collaborate with other departments to resolve short and long-term corrective actions.
- Use Vilter’s business software system to perform daily operations related to warranty and support, such as order entry, determining stock status, referencing past order information and status, etc.
- Be involved with trade associations, such as RETA, and able to attend and chip into conferences as needed.
- Take interest and initiative in opportunities to lead special projects related to the business needs of the Lifecycle Services Department and contribute to improved business processes.
- Ensure that all government and company requirements relating to safety, health, and the environment are rigorously adhered to.
WHO YOU ARE:
You anticipate customer needs and provide services that excite customers. You find opportunities that benefit the customer. You display a positive outlook in good and bad times. You thrive in solving sophisticated challenges and building customer trust.
- Associate's degree in any course, or shown experience of three (3) years in a customer support role
- Excellent communication and customer service skills
- Excellent technical writing skills and data analysis to prepare reports and respond to customer inquiries
- Proficient in Microsoft Office Suite applications, including MS Word and Excel
- Knowledgeable of basic machine shop equipment, hand tools, and industrial repair/maintenance techniques
- Strives for continuous personal development and improvement
- Fluent in written and spoken English
- Ability to travel 10%
- Legal authorization to work within the United States – Sponsorship will not be provided for this role.
- Experience as a service technician, technical support engineer, or similar customer-facing solutions role
- Experience working in the assembly, industrial, mechanical, or manufacturing fields
- Experience with vibration analysis, industrial refrigeration, industrial chillers, or gas compression
- Experience or certification in electronics, electrical engineering, or PLC programming
- Bi-lingual (Spanish)
Benefits
Emerson places a high value on ensuring employees have a good work-life balance. We provide access to a competitive benefits package, including the following: medical, dental, and vision coverage, life insurance, parental leave, 401k participation with a competitive match, tuition reimbursement, an onsite fitness center, and online wellness rewards program. Emerson also offers generous vacation and paid holidays.
About Our Business
The 150-year history of the Vilter brand tells a rich story of perseverance and drive to cultivate continuous innovation within the industrial refrigeration and gas compression industries. Vilter offers the latest products and solutions for industrial refrigerators and oil and gas compression. Approximately 235 employees work in Cudahy, who all support a multitude of business functions. With the blend of businesses and functions represented under this one roof, there are many opportunities for advancement within the Cudahy location.
WHY EMERSON
Our Commitment to Our People
Across the globe, we are united by a singular Purpose: We drive innovation that makes the world healthier, safer, smarter, and more sustainable.
We invest in our employees to ensure they have the marketplace knowledge, skills, and competencies to bring this Purpose to life while competing and leading in a global economy.
Our training programs focus on end-to-end development, from onboarding through senior leadership.
Our success is measured by the positive impact we make on people, our communities, and the world through our unwavering focus on environmental, social, and regulatory progress. Learn more about us!
Flexible and competitive benefits plans offer you the right options to meet your individual/family needs: medical insurance plans, dental and vision coverage, 401(k), tuition reimbursement and more. We also provide you flexible time-off plans, including paid parental leave, vacation, and holiday leave.
Our Commitment to Diversity, Equity & Inclusion
At Emerson, we are committed to fostering a culture where every employee is valued and respected for their experiences and perspectives – and that reflects the world around us. We believe a diverse, equitable and inclusive work environment contributes to the rich exchange of ideas that inspires innovation and brings the best solutions to our customers.
This philosophy is fundamental to living our company’s values and our responsibility to leave the world in a better place. Learn more about our Culture & Values and Diversity, Equity & Inclusion at Emerson .
Work Authorization
Emerson will only employ those who are legally authorized to work in the United States. This is not a position for which sponsorship will be provided. Individuals with temporary visas such as E, F-1, H-1, H-2, L, B, J or TN, or who need sponsorship for work authorization now or in the future, are not eligible for hire.
Equal Opportunity Employer
Emerson is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to sex, race, color, religion, national origin, age, marital status, political affiliation, sexual orientation, gender identity, genetic information, disability or protected veteran status. We are committed to providing a workplace free of any discrimination or harassment.
If you have a disability and are having difficulty accessing or using this website to apply for a position, please contact: idisability.administrator@emerson.com .
ABOUT EMERSON
Emerson is a leading global technology, software and engineering company providing innovative solutions for customers in industrial, commercial, and residential markets.
Our Automation Solutions business helps process, hybrid and discrete manufacturers maximize production, 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.
We help customers in the world’s most essential industries solve the biggest challenges of modern life.
Every day, our global workforce fulfills our unified Purpose and lives out the Values we hold close as an organization: Integrity, Safety & Quality, Support Our People, Customer Focus, Continuous Improvement, Collaboration, and Innovation.
Our Causes – Planet, Humanity, Champion, Inclusion and Future – shape, define and fuel Emerson’s culture while inspiring our innovative spirit and driving our focus.
Whether you’re an established professional looking for a career change, an undergraduate student exploring possibilities, or recently received your master’s degree, you’ll find opportunities with us. Join our team and start your journey today!
No calls or agencies please.
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