Become the product expert and provide pre and post sales technical support/solution to internal and external customer.
Continuously provides product feedback and client insights to product development team/product manager.
Initiates weekly support group meetings with UK factory, prioritize support activities on sites based on business needs and ensure completion of action activities.
Creates Support Bulletins for Service engineers to notify on product releases and installation precautions.
Conducts Assessments for Service team on product knowledge and ensure individual countries are able to support the local business.
Reports any bugs/anomalies in software functionality with validation to product owner.
Conducts training to external customers, sales, LBPs & service organization.
Ensures that the services are delivered as per sales agreement.
Supports sales, marketing & business growth activities like project pursuit, project discussions, seminars, presentations & product demonstrations.
Conducts Refresher training and review pre-commissioning requirements such as tools and manpower for site deployment.
Reviews Database or software requirements and qualify current systems before upgrade.
Ensures delay in Site activities and concerns from clients are communicated to Business Development Manager and escalated to management.
Takes ownership of deployment/site activities and guide country service teams to complete installation on time.
Ensures Accountability on site activity completion with review of commissioning report and database.
Oversees the commissioning of Permasense systems at customer sites.
Maintains clear record of tools and device inventory in countries and regular update of site related activities in CRM.
Supports additional tasks and assignment given from time to time, including site visits, site survey and customer follow up.
Warranty & RMA:
Manages and improvises the standard warranty/RMA process, as well as the connected services warranty/RMA process.
Manages warranty/RMA overall deadline and ensure collaboration with countries.
Manages the overall CRM implementation on Permasense warranty and support request tracking.
Investigates and approves sensors units claimed under warranty.
Ensures root cause analysis being done for products declared as non-functional.
Ensures faster delivery of products and services for Connected services clients.
Audit record of warranty replacements and current inventory for each site.
Degree in Instrumentation & Control/Electronics Engineering or equivalent with at least 4 to 5 years relevant experience in process control/instrumentation preferably in Measurement Products.
Good computer skills and fluency in MS office.
Fitness and confidence working at height and in industrial environments.
Computer protocols knowledge & PLC configurations will be added advantage.
Able to troubleshoot site installation & service support issues.
Confidence to work independently.
Good problem solving and communication skills.
Willingness to travel regularly including offshore.
Emerson, a Fortune 500 company with $18.4 billion in sales, more than 20 Innovation, Solutions & Engineering Centers, and 200 manufacturing locations worldwide, is committed to helping employees grow and thrive throughout their careers. We are innovators, question-askers and problem-solvers. We don’t settle for good enough or “This is the way it’s always been done.” Instead, we push ourselves and strive for the “never been done before.”
Our Automation Solutions business enables the greatest use of the world's most valuable resources, ensuring the performance and safety of industries that are the backbone of daily life.
Our Commercial & Residential Solutions business helps ensure human comfort and health, protect food quality and safety, advance energy efficiency and create sustainable infrastructure.