Distributed Control Systems (DCS) - Technical Support Engineer (REMOTE)
Company: Siemens
Location: Saint Paul
Posted on: August 6, 2022
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Job Description:
**Job Family:** Customer Services**Req ID:** 315175**Become the
driving force of digital transformation!**Siemens Digital
Industries is an innovation and technology leader in industrial
automation and digitalization. Joining our Digital Enterprise
Services team means you'll have the opportunity to impact the
complete value chain from classic product related services (support
services, learning services, field service, maintenance, and
upgrades) to innovative data-based services (cyber security,
analytical services, and cloud technology) which let customers
leverage opportunities in the digitalization era. The overall goal
of Digital Enterprise Services is to support customers in
increasing plant availability, production quality, and enhance
productivity.**Success as a Technical Support professional, depends
on:****Cognitive Flexibility** - Support customers across
traditional learning, support, service, and data analysis
functions. You will have to remain agile and shift across these
roles as customer demands and team resources change.**Customer
Focus** - Deliver product and systems support including
installation, commissioning, maintenance, and evaluation of
customer equipment and systems. Provide customized service during
scheduled and emergency situations remotely or onsite and provide
2nd and 3rd level user support. Your customer focus allows you to
learn about customers' needs and uncover new business opportunities
and service offerings for Siemens.**Problem Solving** - Use your
Critical thinking and detailed systems analysis / evaluation
techniques to assess trace and diagnostic information, recommend
solutions or next steps, and guide customers, field service
personnel or other specialists to solve issues. Initiate
improvements by escalating towards the next higher level (e.g.,
Development or Subject Matter Expert's) if required. May analyze
and enrich data by deploying various kinds of data analytic methods
while diagnosing, clarifying, and resolving technical
problems.**Active Learner** - Learning & development is
foundational as you seek to improve your own knowledge and skill
set, while also utilizing proven learning strategies to enrich the
team and customers you interact with.**Systems Thinking** - You can
evaluate and understand the individual parts of a complex
industrial solution, and how these components work together to form
an effective system.**Communication** - You can effectively
communicate detailed technical information and instructions to
customers via telephone, email or presentations.**Position
Overview**The Technical Support Engineer provides technical product
support to both internal and external customers remotely via
telephone, email and remote service technologies (when applicable).
The Technical Support Engineer will disseminate product knowledge
and provide troubleshooting assistance to customers on the Siemens
PCS 7 product line. By being responsive, knowledgeable and taking
ownership of inquiries, the Technical Support Engineer helps drive
customer satisfaction and loyalty.The Technical Support Engineer is
a member of the Customer Service, Service Delivery organization,
reporting to the Technical Support Manager.The preferred location
for this position is in Harleysville, PA (Greater Philadelphia
Area).**Responsibilities**+ Provides remote technical support
(telephone, email, etc.) to resolve complex issues related to the
application of Siemens Process Automation products.+ Listens to
customer concerns and issues, uses appropriate troubleshooting and
problem analysis techniques to isolate the root cause of the
problems, and recommends / implements appropriate solutions to
resolve the problem.+ Understands the customer's urgency for a
resolution to properly assign priorities to the existing cases in
our queue.+ Thoroughly documents customer questions and potential
solutions using a case management system.+ Maintains awareness of
and follows departmental procedures.+ Works closely with other
members of our various technical communities and conveys technical
knowledge gained via the generation of Frequently Asked Questions
(FAQs), Tips & Tricks, Application notes, etc.+ Works closely with
Sales, Technical Support, Engineering, and various internal groups
to manage escalated customer inquiries.+ Identifies potential
product enhancements and communicates to product management.+
Support may include occasional on-site support+ Position requires
both scheduled and occasionally unplanned 24x7 rotational on call
technical support.**Required Skills**+ BS/BA in engineering or
equivalent Associates Degree or combination of education and
experience+ At least 2-5 years of successful experience in related
field and demonstration of the success skills listed above+
Distributed Control Systems (DCS), preferably in Siemens based
systems (SIMATIC PCS 7, SIMIT and SITOP)+ Instrumentation and field
devices+ Profibus and Profinet+ Experience with electrical circuits
and electronics troubleshooting+ Must be a self-starter with
ability to learn new technologies in a fast-paced environment.+
Excellent customer interfacing skills, both verbal and written+
Ability to communicate technical information, both verbal and
written+ Ability to work independently towards resolution of
multiple technical issues simultaneously+ Where permitted by
applicable law, Siemens may require employees to be fully
vaccinated against COVID-19 based on job requirements, and in
accordance with an accommodation based on legally protected
reasons.**Preferred skills**+ Knowledge of electrical circuitry and
IO signal processing+ Knowledge of industrial networking+ Knowledge
of virtual architectures**This role will have remote opportunity,
but candidate would be ideally located in greater Harleysville,
PA.**\#LI-VM1**Organization:** Digital Industries**Company:**
Siemens Industry, Inc.**Experience Level:** Experienced
Professional**Job Type:** Full-time**Equal Employment Opportunity
Statement**Siemens is an Equal Opportunity and Affirmative Action
Employer encouraging diversity in the workplace. All qualified
applicants will receive consideration for employment without regard
to their race, color, creed, religion, national origin, citizenship
status, ancestry, sex, age, physical or mental disability unrelated
to ability, marital status, family responsibilities, pregnancy,
genetic information, sexual orientation, gender expression, gender
identity, transgender, sex stereotyping, order of protection
status, protected veteran or military status, or an unfavorable
discharge from military service, and other categories protected by
federal, state or local law.**EEO is the Law**Applicants and
employees are protected under Federal law from discrimination. To
learn more, Click here
(https://www.dol.gov/ofccp/regs/compliance/posters/ofccpost.htm)
.**Pay Transparency Non-Discrimination Provision**Siemens follows
Executive Order 11246, including the Pay Transparency
Nondiscrimination Provision. To learn more, Click here
(https://www.dol.gov/sites/dolgov/files/OFCCP/pdf/pay-transp\_%20English\_formattedESQA508c.pdf)
.**California Privacy Notice**California residents have the right
to receive additional notices about their personal information. To
learn more, click here
(https://new.siemens.com/us/en/general/legal/us-internet-privacy-notice-state-rights.html)
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Keywords: Siemens, St. Paul , Distributed Control Systems (DCS) - Technical Support Engineer (REMOTE), IT / Software / Systems , Saint Paul, Minnesota
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