What are the responsibilities and job description for the TAC SUPPORT ENGINEER position at Yokogawa?
Not just a job, but a career
Yokogawa, award winner for ‘Best Asset Monitoring Technology’ and ‘Best Digital Twin Technology’ at the HP Awards, is a leading provider of industrial automation, test and measurement, information systems and industrial services in several industries.
Our aim is to shape a better future for our planet through supporting the energy transition, (bio)technology, artificial intelligence, industrial cybersecurity, etc. We are committed to the United Nations sustainable development goals by utilizing our ability to measure and connect.
About The Team
Our 18,000 employees work in over 60 countries with one corporate mission, to "co-innovate tomorrow". We are looking for dynamic colleagues who share our passion for technology and care for our planet. In return, we offer you great career opportunities to grow yourself in a truly global culture where respect, value creation, collaboration, integrity, and gratitude are highly valued and exhibited in everything we do.
TAC Support Engineer (Technical Product Customer Support) overseeing traditional Service Organization remote customer support activities. This includes Remote Support Technical Helpdesk (TAC Support). Supporting TAC not only involves local Customer Support but handling of Global Support and internal stakeholder relationships.
The Technical Assistance Center (TAC) Support Engineer will provide troubleshooting and technical support via phone, web-based tools, and email, as well as advise customers regarding Yokogawa Product Line as it applies to Systems Products, Advanced Solutions, and related products in Industrial Automation. Role has a leadership and team focus helping achieve support resolutions and customer successes across other team members. The support role is key to the team’s overall successes and ensuring the customer experience.
This position requires analytical-thinking and problem-solving ability. Must be able to work individually, have exceptions teamwork and customer support skills, and ability to function within a global support structure. Must be able to efficiently manage time amongst varying task assignments involving different product lines and different degrees of priority. Must be able to work under pressure in a fast-paced operational tempo in a customer exposed environment. Must be able to find resilience to ensure work-life balance and a long-term sustainable work ethic.
Primary Role Involves
Education & Experience: BS degree in Engineering or other relevant disciplines and 5 or more years of experience. Work credit may be additionally credited with an MS degree in Engineering or a PhD.
Qualifications: This position is recognized as a subject matter expert across the organization, and in some cases the industry, providing insight and possibly supervision to cross-functional teams. Additionally, must be able to work with internal and/or external clients in understanding their needs. The ability to effectively initiate, develop, and oversee complex ideas, design concepts, proposals, procedures, project and design reviews is considered critical for success in this role.
Work Environment: While performing the duties of this job the employee is frequently exposed to moving mechanical parts, high precarious places, fumes, airborne particles, toxic or caustic chemicals. The employee is frequently exposed to outdoor weather conditions, extreme heat, risk of electrical shock, and vibration. The noise level in the environment is reasonable. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
Physical Demand: While performing the duties of this job the employee is frequently required to stand, walk, and sit. The employee is required to talk, hear, and reach with hands and arms to finger, handle, or feel. The employee is occasionally required to lift up to 50 pounds. The vision requirements include depth perception, ability to adjust focus, close vision, and color vision. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
Yokogawa is an Equal Opportunity Employer. Yokogawa wants a diverse, equitable and inclusive culture. We will actively recruit, develop, and promote people from a variety of backgrounds who differ in terms of experience, knowledge, thinking styles, perspective, cultural background, and socioeconomic status. We will not discriminate based on race, skin color, age, sex, gender identity and expression, sexual orientation, religion, belief, political opinion, nationality, ethnicity, place of origin, disability, family relations or any other circumstances. Yokogawa values differences and enables everyone to belong, contribute, succeed, and demonstrate their full potential.
Are you being referred to one of our roles? If so, ask your connection at Yokogawa
about our Employee Referral process!
Yokogawa, award winner for ‘Best Asset Monitoring Technology’ and ‘Best Digital Twin Technology’ at the HP Awards, is a leading provider of industrial automation, test and measurement, information systems and industrial services in several industries.
Our aim is to shape a better future for our planet through supporting the energy transition, (bio)technology, artificial intelligence, industrial cybersecurity, etc. We are committed to the United Nations sustainable development goals by utilizing our ability to measure and connect.
About The Team
Our 18,000 employees work in over 60 countries with one corporate mission, to "co-innovate tomorrow". We are looking for dynamic colleagues who share our passion for technology and care for our planet. In return, we offer you great career opportunities to grow yourself in a truly global culture where respect, value creation, collaboration, integrity, and gratitude are highly valued and exhibited in everything we do.
TAC Support Engineer (Technical Product Customer Support) overseeing traditional Service Organization remote customer support activities. This includes Remote Support Technical Helpdesk (TAC Support). Supporting TAC not only involves local Customer Support but handling of Global Support and internal stakeholder relationships.
The Technical Assistance Center (TAC) Support Engineer will provide troubleshooting and technical support via phone, web-based tools, and email, as well as advise customers regarding Yokogawa Product Line as it applies to Systems Products, Advanced Solutions, and related products in Industrial Automation. Role has a leadership and team focus helping achieve support resolutions and customer successes across other team members. The support role is key to the team’s overall successes and ensuring the customer experience.
This position requires analytical-thinking and problem-solving ability. Must be able to work individually, have exceptions teamwork and customer support skills, and ability to function within a global support structure. Must be able to efficiently manage time amongst varying task assignments involving different product lines and different degrees of priority. Must be able to work under pressure in a fast-paced operational tempo in a customer exposed environment. Must be able to find resilience to ensure work-life balance and a long-term sustainable work ethic.
Primary Role Involves
- TAC Support Engineer for Yokogawa’s Systems products, solutions, and services.
- Customer Support activities involving Support Ticket Queues and Case Management. TAC is the Technical Helpdesk Support (post-sales) and handles these customer-support inquires 24/7/375.
- Help manage, strengthen, and grow relationships with Global Support teams. Global Support engages 10% or Less of Technical Cases by Volume and managing these escalations for technical and quality performance are importance for overall timely resolution and the customer experience.
- Thinking Team; TAC Support are part of Yokogawa’s Lifecycle Services. This involves technical support to Field Service activities, internal collaboration, and nonconformities, warranty support, global escalations, and at times project support. These are important overall for our customer experience.
- This role is a customer-facing position. Soft Skills such as Active Listening, Communication, Patience, and Empathy are important to managing support progress and customer relationships. This includes support discussions, conflict resolution, and handling difficult conversations.
- Control System knowledge involving DCS, PLC, Safety Systems, and/or Data Historian.
- Basic networking and cybersecurity knowledge is necessary.
- Customer Support and Technical Helpdesk Management.
- Supporting customer requests related to Yokogawa industrial automation products. Requests can vary from direct product failures to general inquiries about usage, installation, and configuration. Most requests are within normal business hours, but we must be able to support after-hour calls as required to resolve immediate customer emergencies.
- Remote Technical Support for Systems Products and Advanced Solutions. Involves DCS System, Safety System, Data Historian, and possible Scada system components. Technical Support is mainly product support focused, but minor Sales Inquiries and Engineering Services are involved additionally.
- Due to system architecture, Network Architecture and Functionality should be understood and applicable in troubleshooting scenarios. Endpoint Security Services including OS Patches, Product Patches, Anti-Virus Services, and System Backup Protection.
- Support Cases are logged in a Customer Support database. This DB must be managed for data quality to help ensure KPI Reporting, Case Status and Open Backlog, and historical lessons learned.
- Must be able to document, organize, and log communications, and task activities. Ability to follow established case handling processes to ensure customer requests are properly managed and executed in a timely fashion.
- Exhibits the importance of frugal and efficient time management, and reports time promptly and accurately as required by company policies across multiple support cases and project assignments.
- Ability to research, understand, and comprehend internal and external technical documentation sources. Must be able to research Yokogawa Product Manuals, as well as utilize Yokogawa global intranet resources.
- Ability to follow and train on Quality Procedures and Corporate Governance. Our team must have a strong quality focus for long-term sustainable customer experience.
- Understands and follows safe work practices. Safety First.
- PRM or Plant Device Asset Management (Hart, Fieldbus, etc.) experience is desirable.
- Competent with the basic engineering functions of one or more Yokogawa control systems. Continues to expand this knowledge across multiple product lines.
- Learns about the architecture and use of one or more Yokogawa control systems through training classes, mentoring, self-study as assigned, and direct support experience.
- Possesses strong analytical and problem-solving skills related to field. Also required is the ability to have Hard Discussions and Conflict Negotiations. Our team needs to take calculated risks for growth and case resolution, but we must also manage quality and customer expectations.
- Experience in a fast-pace multi-tasking environment requiring good time management, solid communication skills, and quick response. This includes After-Hours Support 24/7/365.
- Ability to travel to customer sites to resolve support requests that cannot be handled through phone, email, and web support methodologies. Also required for project startups and commissioning. Travels up to 15% of the time. These dispatches are for atypical support, nonconformity, and emergency situations.
- Communicate ideas and concepts, developing the ability to persuade and influence others as needed - both oral and written expression.
- Ability to give and receive constructive feedback and/or coaching and respond appropriately.
- Ability to drive and support Change Management and DX Initiatives. Our team needs to continuously evolve to stay competitive and adjust to new technologies.
Education & Experience: BS degree in Engineering or other relevant disciplines and 5 or more years of experience. Work credit may be additionally credited with an MS degree in Engineering or a PhD.
Qualifications: This position is recognized as a subject matter expert across the organization, and in some cases the industry, providing insight and possibly supervision to cross-functional teams. Additionally, must be able to work with internal and/or external clients in understanding their needs. The ability to effectively initiate, develop, and oversee complex ideas, design concepts, proposals, procedures, project and design reviews is considered critical for success in this role.
Work Environment: While performing the duties of this job the employee is frequently exposed to moving mechanical parts, high precarious places, fumes, airborne particles, toxic or caustic chemicals. The employee is frequently exposed to outdoor weather conditions, extreme heat, risk of electrical shock, and vibration. The noise level in the environment is reasonable. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
Physical Demand: While performing the duties of this job the employee is frequently required to stand, walk, and sit. The employee is required to talk, hear, and reach with hands and arms to finger, handle, or feel. The employee is occasionally required to lift up to 50 pounds. The vision requirements include depth perception, ability to adjust focus, close vision, and color vision. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
Yokogawa is an Equal Opportunity Employer. Yokogawa wants a diverse, equitable and inclusive culture. We will actively recruit, develop, and promote people from a variety of backgrounds who differ in terms of experience, knowledge, thinking styles, perspective, cultural background, and socioeconomic status. We will not discriminate based on race, skin color, age, sex, gender identity and expression, sexual orientation, religion, belief, political opinion, nationality, ethnicity, place of origin, disability, family relations or any other circumstances. Yokogawa values differences and enables everyone to belong, contribute, succeed, and demonstrate their full potential.
Are you being referred to one of our roles? If so, ask your connection at Yokogawa
about our Employee Referral process!
