We are looking for Technical Support Engineer – MES Solutions
Provide technical support to customers by taking ownership of the problem and instilling in them the confidence that the problem will be resolved expeditiously. Responsiveness to customers requests within ten (10) minutes of contacting Yokogawa is essential function of this position. This notification is about providing them with a contact and owner of the problem presented. The support covers a wide range of activities such as answering questions from end users, resolving problems with configuration, application engineering, upgrades and migrations, and fresh installations. The job is done primarily from Yokogawa Offices, but will also include site visits. This may involve as much as 10-25 short trips per year.
The position will cover the Plant Information Management System (PIMS) advanced software packages used in the process industries to collect historical information (Exaquantum), as well as interpret alarm messages (Exaplog), manipulate setpoints (Exapilot), and interfaces (Exaopc, and subsystem) and other MES products. Exposure and experience of OSI-PI System will be an advantage.
Work under general supervision of management. Provide work direction and guidance to lower level engineers, software engineers, programmers, and technicians. Works independently providing technical information to Managers, Account Executives, and Engineers in the execution of the sales, proposal/estimates and implementation work flow processes. Works with others to evaluate, select, and apply creative engineering techniques, procedures and criteria to ensure customer requirements are met, including participating in implementation of Yokogawa solutions.
The successful candidate for this position is expected to be a chemical or electrical engineer experienced in distributed control systems and/or the process industries.
The successful candidate for this position will have these personal characteristics:
Enthusiastic about helping end users. Provides troubleshooting and research to identify, implement, and resolve problems experienced by customers. Including escalation to senior engineers and management when resolution is not quickly identified. Supports customer at site during pre-sales survey, installation, startup, and throughout the life of the installation.
Able to work with very little supervision
Able to schedule their own work in an environment where interruptions are frequent.
Able to follow logical steps to gather information and resolve problems
Able to explain complex elements to users who have limited experience. Analyzes customer needs and requirements and provides recommended solutions to the customer in the development of systems specifications and solutions to problems, demonstrating company capability to key customer personnel.
Able to learn the concepts and operation of all the Exa products with minimal formal training courses
Provide written reports and/or instructions to customers and management on implementing resolutions and what was learned during investigation of the trouble.
Documents thoroughly the information reported by customers, work involved researching and generating a solution, and resolution status in the Yokogawa tracking system.
Provides guidance in the configuration and use of Yokogawa software packages to engineers, designers, and other technical personnel through job-site orientations, and on-the-job training during various phases of a project.
Provides formal and informal training to customer personnel as required.
Maintains current knowledge of Yokogawa solutions and effectively integrates new ideas and developments into scope of responsibilities.
Assists in the integration of Yokogawa software packages into the overall process control system.
Performs software implementation activities employing industry knowledge, programming and scripting skills in the development of efficient and effective systems for customer application,
Responsible for providing uncompromising quality to all work processes in designated area of responsibility. Has the authority to stop those work processes at any time it is believed quality is being compromised.
Perform other duties as assigned.