SE SW MX - Customer Support Engineer - Replacement of approved req 003BIK for Peru

Job description

his role troubleshoots complex software issues, reproduces (as necessary) problems customers are experiencing,
investigates and proposes workarounds, and interfaces with Development to obtain solutions. This is a customer-facing
role, responding to inquiries coming in via telephone, email, and Internet.
Principal Duties & Responsibilities
· Technical troubleshooting, analysis, and diagnosis of product issues
· Issue replication / duplication
· Research into workarounds
· Documentation of activities and findings in a case tracking tool
· Knowledge transfer via technical documentation such as Tech Notes, WebEx's, Articles, White Papers, Knowledge
Objects
· Interaction with colleagues in other support centers in USA
· The position may require travel for training or to visit a customer site
Primary Interfaces are both External and Internal. The position interfaces to the following groups primarily:
· (External component): End-user customers, systems integrators, independent Distributors.
· (Internal component): Research & Development (R &D), Product Management, Sales Executives, Technical Sales
Consultants and other Global Customer Support team members.
Note 1: Proficiency in English language (written and spoken) is required. Portuguese language is considered a plus.
Note 2: Previous knowledge of Wonderware software is considered a plus.
Qualifications - External
Knowledge
Having wide-ranging experience, uses professional concepts and company objectives to resolve complex issues in
creative and effective ways. Some barriers to entry exist at this level (e.g., dept/ peer review). Level at which career may
plateau.
Job Complexity
Works on complex issues where analysis of situations or data requires an in-depth evaluation of variable factors.
Exercises judgment in selecting methods, techniques and evaluation criteria for obtaining results. Networks with key
contacts outside own area of expertise.

Desired profile

Qualifications :

Required Skills, Education, and Experience Importance

· 3 years prior experience performing technical support work High
· Training & Certified Support Provider(CSP) certification on the following core products
High
o Indusoft Software
o InTouch Machine Edition Software
o Communication Drivers that come with ITME
· Bachelors Degree in Engineering or Computer Science field High
· Domain experience in one or more the following areas High
o PLC installation and programming
o Factory Automation
o Industrial Instrumentation
o Factory operations
o Systems Integration
· Spoken/Written English High
· Report creation and maintenance skills Medium
o Crystal Reports, Reporting Services
o XML
. Database Administration & Development experience Medium
o Microsoft SQL Server Administration proficiency o Microsoft SQL Server Development
proficiency
o Oracle Database Administration proficiency
o Oracle Database Development proficiency
. Software development experience with C++ / C# / VB .NET Medium
. Prior experience with Microsoft Office & OS's Medium
. Valid passport & ability to travel internationally on short notice Medium
· Computer networking experience Medium
o Installation, configuration, and setup
o Troubleshooting
o Wiring
o Usage of sniffers and similar network diagnostics
· Microsoft certifications (any) Low
· PC and industrial hardware experience Low/Medium
o Assembly
o Troubleshooting
o Configuration

Desired Skills, Education, and Experience Importance
· Training & Certified Support Provider(CSP) certification on the following core Wonderware products
High
o Operations Software
o Performance Software
o InTouch
o Historian Client
o System Platform
System Platform consists of:
· Application Server
· Historian
· Wonderware Information Server
· Device Integration - DAS Servers