Technical Support Engineer (Instrumentation and Control/Chemical Engineers)

IN THIS ROLE YOU WILL:

DUTY 1: Proposal/ Quotation Management

Proposal Creation - Enters quote details, recommended product model codes, and miscellaneous items (documents and services) in system.Price and Lead Time Determination - Validates and calculates pricing using tools such as system or price books. Generates and submits Gross Profit Report for approval. Calculates documentation/service cost and fills out forms as part of the proposal offering. Determines appropriate delivery method and escalates commercial inquiries to factory.Engineering Review - Provides and explains product specification information that the customer needs. Validates correctness and applicability of non-standard product provided/recommended by appropriate support groups. Reviews individual instrument specifications/requirements and selects appropriate product and service offering in relation to customer's data/documentation needs.Commercial review - Prepares clarification, deviation and assumption list. Reviews any deviation from Emerson's standard terms and conditions. Escalates International Trade and Compliance issues.System Model Creation - Validates and calibrates information in the business system/tools and technical references. Submits request for model setups. Escalates requests for model creation to the proper support group. Escalates model configuration issues to product configuration solutions team.Transaction Management - Creates, monitors, prioritizes and updates CRM requests. Updates order/quote records/data/status in Business System. Acknowledges receipt of customer's emails, requests for quotation, clarification.Customer Information Management - Check and extracts customer-specific information from business systems. Assesses 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, DAF, CDS, vendor quote and similar documents, etc.Customer Management - Responds to Level 1 general inquiries and requests received from mailbox and identify need for escalations. Validates dispute and conducts initial analysis of requests and respond to customers.

DUTY 2: Training Administration

Administers training assessment and satisfaction survey.Checks and evaluates training examination using answer keys.Handles the logistics requirements of training and prepares hand-outs and training materials and provides general administrative assistance/support during execution, and prepares certificates after completion of training.Identifies and controls the storage, retention, preservation and disposal of documented information.

Duty 3: Team Operation Support

Identifies continuous improvement project ideas.Assists Team Leader in planning, assigning and directing work to team members to manage workload.Participates in cross-business unit committees as a contributor.Support projects related to quality improvement (such as Think Customer, QMS, etc.)Tracks corrective and preventive

FOR THIS ROLE YOU WILL NEED:

Education: Degree in Engineering (Instrumentation and Control, Chemical, Mechanical, etc.)

Job Related Experience: At least 1.5 years of experience in customer service doing technical proposal generation, and equipment

sizing and selection

Specific Knowledge:

MS Office toolsKnowledge of Incoterms 2010, Trade Compliance, commercial terms and conditionsBusiness system tools (e.g. Oracle, CRM, SharePoint, PowerBI etc.)Knowledge of engineering specifications related to process control.

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