Technical Support Engineer III (22023679)

FOR THIS ROLE YOU WILL NEED:

Education: Degree in Engineering (Instrumentation and Control, Chemical, Mechanical, etc.)Job Related Experience: At least 2 years of experience in either Marine Solutions and RTR Spare Parts support or function.Specific Knowledge:Intermediate MS Office Applications (e.g. MS Outlook, Excel, etc. • Basic engineering conceptsKnowledge on tank management and valve controlGeneral marine industry knowledgeIntermediate knowledge in instrumentation relating to electronics, process control, etc.Knowledge in Business System and Tools – SAP/Jeeves, Kalib, GMS, JDE

IN THIS ROLE YOU WILL:

Duty 1: PROPOSAL/QUOTATION MANAGEMENT

Mailbox Management

Monitors incoming emails in common mailboxesResponds to Level 1 general inquiries and requests received from mailbox and identify need for escalations

Product Proposal Creation

Validates and calculates pricing using offline pricing toolsEnters quote details, recommended product model codes, and miscellaneous items (documents and services) in systemGenerates new or revised proposalReviews Terms for any deviation from the standard terms and conditions from EmersonCheck and extracts customer-specific information from business systemsAssesses customer commercial request/requirement and apply it on the proposal if possible (Terms and condition, Delivery method etc. Customer details may include payment terms, INCO terms, delivery method, email, PO, customer PO copy, vendor quote and similar documents, etc.)Coordinates with the supplier/factory/other support group to obtain product and service pricing

Product Model Configuration

Reviews configuration datasheet and validates against customer requirementsValidates and checks customer-provided model code for correctness and applicability based on customer specifications and current product offeringsValidates correctness and applicability of non-standard product (with special or buy/resale) provided/recommended by appropriate support group

Duty 2: ORDER MANAGEMENT

Enters Data/Order/Items into Business SystemGenerates Purchase Requisitions/OrdersValidates and Checks customer-provided model code for correctness and applicability based on customer specifications and current product offerings

Post Sales Technical Services (RMA, Warranty & Guarantee)

Verifies completeness of credit/RMA requirements prior to entry and booking of credits/billings/RMAs in business systems.Coordinates with other teams/support to complete the request of customers.

Duty 3: SERVICE ADMINISTRATION

Assigns Service Requests to appropriate individual/teamEnters Data (Service records/utilization/man-hours/timecards/Serial card)Schedules Field Service Training/Dispatch/CommissioningUpdates/Validates Service records/utilization/man-hours/timecards