Product Support Engineer

Job Description

The Machinery Health Management Product 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 the Reliability Solutions Machinery Health Management products (AMS), 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 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 Reliability 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 troubleshoot and diagnose issues to ensure they are successful in using Reliability Solutions Machinery Health Management products (AMS).
• Providing remote diagnostics to investigate and replicate product and software application issues at client sites.
• Provide feedback to Technology regarding our end user requirements, based on the investigation of field issues.
• Build Knowledge Base Article content to advise the field about Product Information.
• Facilitate Managed Release testing and work organizational readiness for New Product Development (NPD).
• Become a subject matter expert on Reliability Solutions Machinery Health Management products to influence future innovation of the suite of product offerings.
• Demonstrate technical expertise, proficiency, and self-sufficiency in computer skills, networking, communication and automation protocols.
• Demonstrate general knowledge and proficiency in Condition Monitoring of critical assets for Predictive Maintenance.
• Demonstrate Customer Loyalty principles (Moments of Truth, or other similar programs) when working with all internal and external customers to achieve Customer Satisfaction goals.
• Assist with formal and informal training of all team members. Develop and deliver department training sessions for subjects as needed.
• Establish and maintain close consultative long-term relationships with key Emerson customers to assist with their Reliability Solutions Machinery Health Management support needs.
• Travel 5-10% as needed.

Who You Are:

You actively seek input 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.

For This Role, You Will Need:

• Bachelor's degree in Engineering, Computer Science or other STEM related field or equivalent experience
• 4 - 5 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, both verbal and written, in English, is required to collaborate with customers and inter departments
• Legally authorized to work in the US without sponsorship now or in the future

Preferred Qualifications that Set You Apart:

• Strong 2nd level Reliability Solutions 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

Our Offer To You:

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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About Us

WHY EMERSON

Our Commitment to Our People

At Emerson, we are motivated by a spirit of collaboration that helps our diverse, multicultural teams across the world drive innovation that makes the world healthier, safer, smarter, and more sustainable. And we want you to join us in our bold aspiration.

We have built an engaged community of inquisitive, dedicated people who thrive knowing they are welcomed, trusted, celebrated, and empowered to solve the world's most complex problems - for our customers, our communities, and the planet. You'll contribute to this vital work while further developing your skills through our award-winning employee development programs. We are a proud corporate citizen in every city where we operate and are committed to our people, our communities, and the world at large. We take this responsibility seriously and strive to make a positive impact through every endeavor.

At Emerson, you'll see firsthand that our people are at the center of everything we do. So, let's go. Let's think differently. Learn, collaborate, and grow. Seek opportunity. Push boundaries. Be empowered to make things better. Speed up to break through. Let's go, together.

Work Authorization

Emerson will only employ those who are legally authorized to work in the United States. This is not a position for which sponsorship will be provided. Individuals with temporary visas such as E, F-1(including those with OPT or CPT) , H-1, H-2, L-1, B, J or TN, or who need sponsorship for work authorization now or in the future, are not eligible for hire.

Equal Opportunity Employer

Emerson is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to sex, race, color, religion, national origin, age, marital status, political affiliation, sexual orientation, gender identity, genetic information, disability or protected veteran status. We are committed to providing a workplace free of any discrimination or harassment.

Accessibility Assistance or Accommodation

If you have a disability and are having difficulty accessing or using this website to apply for a position, please contact: [email protected].

ABOUT EMERSON

Emerson is a global leader in automation technology and software. Through our deep domain expertise and legacy of flawless execution, Emerson helps customers in critical industries like life sciences, energy, power and renewables, chemical and advanced factory automation operate more sustainably while improving productivity, energy security and reliability.

With global operations and a comprehensive portfolio of software and technology, we are helping companies implement digital transformation to measurably improve their operations, conserve valuable resources and enhance their safety.

We offer equitable opportunities, celebrate diversity, and embrace challenges with confidence that, together, we can make an impact across a broad spectrum of countries and industries. Whether you're an established professional looking for a career change, an undergraduate student exploring possibilities, or a recent graduate with an advanced degree, you'll find your chance to make a difference with Emerson. Join our team - let's go!

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