CUSTOMER SUPPORT ENGINEER I

Job Description:CUSTOMER SUPPORT ENGINEER IIrvine, CAInvensys Process Systems (passes industry-leading brands such as InFusion, Foxboro, Triconex, SimSci-Esscor, and Avantis and provides advanced products, services, and solutions to leading industrial plants and facilities across the world. Provides technical support and assistance to customers and internal personnel (GPS, Project Operations, others) from a regional support center to solve problems involving Company hardware and/or software products. Responds to technical customer issues that have been escalated from first-level support staff via telephone, email, web, or fax. Performs diagnostics related to product symptoms based on data from the customer. Applies known solutions where available, and works independently and with others to find new solutions to unique issues. May occasionally be required to travel to customer sites to complete product resolution activities. Follows internal policies regarding escalation procedures for critical or unusual situations. Uses appropriate internal tools, resources and procedures to resolve issues efficiently and professionally and to communicate and escalate problems. May have specific technical expertise in one or more IPS product lines or related applications. Contributes actively and creatively to the development of improved tools, processes, and procedures in the Support Center. Develops effective working relationships and clear communications with customers and co-workers from a broad range of cultural and professional backgrounds. Contributes actively to new product planning activities. May review technical documentation, design for serviceability, and other aspects of new product design. May conduct or contribute to training programs for staff and customers. Uses internal tools and processes to report product performance issues and to share knowledge of issues and solutions for future GPS and customer problem-solving reference. Uses case and knowledge management systems consistently and accurately. Is familiar with major service and sales initatives. Is able to identify service 'gaps' and opportunities when working with customers, and is able to capture relevant information and advise others of the opportunity appropriately. Equal Opportunity Employer



Minimum Education Required: High SchoolYears of Experience Required: At Least 1 Year