Product Support Engineer - Emerson
Knoxville, TN 37901
About the Job
The Product Support Engineer role at Emerson in Knoxville, TN is an incredible opportunity for your career in Industrial Automation! You'll be at the forefront of supporting our Condition Monitoring products and services, offering outstanding technical support to our customers across diverse industries, such as Reliability, Oil & Gas, Pharmaceutical, Power and Water, and more.
You will provide a high level of technical support to our customers, engaging with the Technology teams to perform expert troubleshooting and diagnosis of our products. You will be involved in global initiatives to influence our strategic growth within the industry in the areas of Predictive Maintenance and Condition Monitoring.
You will be working for a company that believes a diverse, equitable and inclusive work environment contributes to the rich exchange of ideas that inspires innovation and have the opportunity to participate in our various employee resource groups.
With both the flexibility of hybrid work schedule and the prospect of collaborating with motivated individuals to build groundbreaking products, this is undoubtedly a unique career experience. Make this great opportunity yours!
In this Role, Your Responsibilities Will Be:
- Working directly with customers and global support staff to diagnose issues to ensure success in using our Machinery Health Management products (AMS).
- Providing remote diagnostics to investigate and replicate product and software application issues at client sites.
- Providing feedback to Technology regarding our end user requirements, based on the investigation of field issues.
- Building Knowledge Base Articles and content for product information to be used in the field.
- Facilitating testing for New Product Development (NPD).
- Becoming a subject matter expert on our products to influence future innovation of the suite of product offerings.
- Demonstrating technical expertise, proficiency, and self-sufficiency in computer skills, networking, communication and automation protocols.
- Demonstrating general knowledge and proficiency in Condition Monitoring of critical assets for Predictive Maintenance.
- Demonstrating Customer Loyalty principles (Moments of Truth, or other similar programs) when working with all internal and external customers to achieve Customer Satisfaction goals.
- Assisting with training for all team members, developing and delivering department training sessions for subjects, as needed.
- Establishing and maintaining close consultative long-term relationships with key customers to assist with their support needs.
- Travel 5-10% as needed.
You actively seek guidance from pertinent sources to make timely and well-informed decisions. You remain energized and effective when faced with ambiguity and uncertainty. You actively listen and check for understanding.
- Bachelor’s degree in Engineering, Computer Science or other STEM related field or equivalent experience
- 4+ years’ experience in Condition Monitoring of critical assets and data collection for Predictive Maintenance
- Experience with software installation and database migration
- Knowledge of industrial network architecture and communication protocols used in automation
- Excellent communication skills
- Legally authorized to work in the US without sponsorship now or in the future
- Product knowledge in: MHM Software (Machine Works, Machinery Manager) and MHM Hardware (Online Systems, Wireless Transmitters and Portable Analyzers)
- At least 3 years field service and/or remote support using or supporting AMS brand products: AMS Machine Works, AMS Machinery Manager, AMS 6500 ATG, AMS Asset Monitor, AMS 6500, AMS Wireless Vibration Transmitters, AMS 9420, AMS 2140
- Network skills, database applications, knowledge with virtual machines, web-based applications
- Strong multi-tasking skills: ability to get many tasks done quickly and accurately with high level of attention to detail.
- Ability to work directly with the end-user in resolving system issues on a production environment.
- Strong presentation skills for in person or online settings
- Experience with Industrial Control System challenges in multiple industries
Flexible Work Schedule – Hybrid Work Option
This role has the flexibility of a hybrid work option; you could work up to three days a week from home, based on business needs. Our teams work together to ensure our chosen work schedules enable our creativity and efficiency as we serve the needs of our customers.
We recognize the importance of employee wellbeing and know that to do your best you must have flexible, competitive benefit plans to meet you and your family’s physical, mental, financial, and social needs. We provide a variety of medical insurance plans, with dental and vision coverage. Employee Assistance Program, 401(k), tuition reimbursement, employee resource groups, recognition, and much more. Our culture prioritizes work-life balance and offers flexible time off plans, including paid parental leave (maternal and paternal), vacation and holiday leave.
At Emerson, we are committed to encouraging a culture where every employee is valued and respected for their outstanding experiences and perspectives. We believe a diverse and inclusive work environment contributes to the rich exchange of ideas and diversity of thoughts, encourage, inspire innovation, and brings the best solutions to our customers.
The philosophy is fundamental to living our company’s values and our responsibility to leave the world in a better place. Learn more about our Culture & Values and about Diversity, Equity, & Inclusion at Emerson.
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