Distributed Control Systems (DCS) - Senior Technical Support Engineer

Job Description

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 Senior 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 5+ years of successful experience in 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

Organization: Digital Industries

Company: Siemens Industry, Inc.

Experience Level: Experienced Professional

Full / Part time: Full-time

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