Customer Support Engineer

Unlock Your Career Potential at Yokogawa: Technical Support Engineer

Job Title: Technical Support Engineer

Job Purpose:
Provide technical support for Yokogawa products and services, managing and supporting all technical support requirements in the Response Center Middle East & Africa.

Key Responsibilities & Accountabilities:
1. Timely and quality technical support to customers in the Middle East and Africa region.
2. Technical assistance for Yokogawa system products like Centum VP, ProSafe-RS, and subsystems.
3. Call handling, troubleshooting, investigation, analysis, testing, and resolution of troubles reported from customer sites.
4. Deliver customer-centric solutions in coordination with functional experts.
5. Troubleshoot and maintain cybersecurity solutions in OT infrastructure.
6. Liaise with technical centers and escalate for timely and quality solutions.
7. Handle core service functions like warranty, service notes, and service information.
8. Case tracking and KPI management.
9. Provide remote support to customers and internal service engineers.
10. Execution and maintenance of secure remote service infrastructure.
11. Analyze network issues, assist in switch configurations, and troubleshoot Windows platform issues.
12. Support network security solutions like antivirus, Windows updates, Active Directory, whitelisting, etc.

Qualification and Experience:
1. Degree in engineering (Instrumentation, electronics, or similar).
2. Good knowledge of Yokogawa DCS, ESD, and Asset manager.
3. Knowledge in network domain concepts, OT security applications, and system in the network.
4. 5-8 years of experience, with proven experience in servicing Yokogawa products.
5. Experience in technical support and familiarity with relevant processes and workflow.
6. Maintenance knowledge of BR, OS/AV application patches, and hands-on configuration/knowledge of Firewalls & L2/L3 switches.

Required Competencies / Skills:
1. Site commissioning and maintenance of Yokogawa DCS and ESD systems.
2. Analytical skills in troubleshooting and investigation of complex issues.
3. Adaptability and quick learner of various products and technologies in the instrumentation and control systems domain.
4. Passion for customer support, listening skills with a can-do attitude.
5. Good coordination and interpersonal skills.
6. Effective team player with a proactive approach.
7. Familiarity with maintenance procedures of IA systems at industrial automation facilities.
8. Proven experience in problem-solving with a high morality of customer satisfaction.