Senior Engineer I Digital Technical Support Measurement Solutions North America
at Emerson
Mandaluyong, Mandaluyong, Philippines -
| Start Date | Expiry Date | Salary | Posted On | Experience | Skills | Telecommute | Sponsor Visa |
|---|---|---|---|---|---|---|---|
| Immediate | 07 Sep, 2024 | Not Specified | 08 Jun, 2024 | 4 year(s) or above | Life Sciences,Flawless Execution,Development Programs,Software,Reliability,Energy Security,Productivity | No | No |
Required Visa Status:
| Citizen | GC |
| US Citizen | Student Visa |
| H1B | CPT |
| OPT | H4 Spouse of H1B |
| GC Green Card |
Employment Type:
| Full Time | Part Time |
| Permanent | Independent - 1099 |
| Contract – W2 | C2H Independent |
| C2H W2 | Contract – Corp 2 Corp |
| Contract to Hire – Corp 2 Corp |
Description:
- Direct Customer Engagement
Customer Transaction Management
Engages directly with customers for Request for Quotations and receives purchase orders in any digital communication platform being utilized by Emerson such as chat, MyEmerson, email and other digital forms in the future.
Takes proactive responsibilities in dealing with customers directly with their issues in relation to highly technical quotes and orders processed such as clarification, inquiries, or any quality-related concerns.
Positions the Measurement Solutions product based on the best applicable and recommended solution.
Responds, logs, and monitors customer’s chats and emails with their general, commercial, and technical inquiries through our current and future business systems.
Validates customer information and product inquiries.
Gathers, collects, organizes, and sends electronic copies of documentations to customers.
Submits electronic proposal copy (Technical and Commercial) directly to customers.
Submits electronic proposal to the mandated/instructed customer portal or website.
Extracts PO from customer’s site or portal per the client’s instruction. - Technical Support
Performs deep technical review per the customer specification sheet and recommend solutions based on customer’s requirement.
Explains product specification and product features to customers.
Collects New Product release information.
Validates and calibrates information in the business system/tools and technical references.
Validates correctness and applicability of non-standard product provided/recommended by appropriate support group.
Identifies product suitable to replace an obsolete or competitor’s unit based on sizing or information from the old product.
Recommends solution for industry standard compliant engineering specifications (standard product).
Logs and resolves Support Requests from the customer.
Responds up to Level 2 inquiries and requests received from mailbox or any form of digital communication and assess the need for escalations.
Provides support through Chat (OSC). - Proposal / Quotation Management
3.1 Part Number / Model Number Creation
Reviews configuration datasheet and validates against customer requirements.
Perform automated sizing for the selection of the proper unit.
Performs manual sizing and specification review for the selection of the proper unit for standard products.
Analyzes customer requirements and provides recommended product features and build model.
Validates and checks customer-provided model code for correctness and applicability based on customer specifications and current product offerings.
Identifies product suitable to replace an obsolete or competitor’s unit based on sizing or information from the old product.
Reviews individual instrument specifications / requirements and selects appropriate model code and service offering based on the latest product and technology. System aided tool is used for the final model built.
Evaluate customer requirements and recommends non-standard technical workaround based on customer description and datasheets.
Validates correctness and applicability of non-standard product (with special or buy/resale) provided / recommended by the designated support group.
Builds product model string based on customer requirements without system aided tools.
Coordinates with appropriate support groups to determine the part numbers of buyout products.
Identifies non-standard offering from a given database, that can be offered to fulfill customer requirements.
Escalates model configuration issues to product configuration solutions team.
Validates the Model Number in the latest business system / tool, code requirements, special requirements, and assembly codes.
Validates and calibrates information in the business system/tools and technical references.
Creates model string and test model numbers in the system.
Performs advance product troubleshooting such as changes in configuration, calibration, product application etc. on Emerson equipment, process and application. Receives escalation from lower tiers.
Analyze customer configuration requirements and provide appropriate configuration information based on equipment and product knowledge.
3.2 Product Proposal Creation
Generates new or revised proposal.
Extracts request for quotation from customer site (such as Portal, SharePoint, etc.)
Enters quote details, recommended product model codes, and miscellaneous items (documents and services) in system.
Prepares Clarification, Deviation and Assumption List.
Escalates commercial inquiries to factory.
Check and extracts customer-specific information from business systems. Assesses customer commercial request/requirement and apply it on the proposal if possible. (Terms and Condition, Delivery Method, etc.)
Recommends and negotiates solution and development timeline to the stakeholders; gets their buy-in and commitment to any deliverable.
3.3 New Account Setup
Verifies new customer accounts and works with Customer Vendor Data Hub team for creation of accounts in the business systems.
3.4 Lead Time Determination
Provides product lead time based on system data (standard product lead time).
Coordinates with the supplier / factory / other support groups to obtain / identify specific lead time of a product not readily available on the system (may be a custom item with no standard lead time).
Determines appropriate supplier, locations, factory to shorten lead time for quotes, orders.
Identifies and analyzes project risk impacting cost, schedule and scope and recommends mitigating actions.
3.5 Pricing Determination
Calculates documentation / service cost and fills out document/service quote form as part of proposal.
Collates prices from system or price book.
Coordinates with the supplier / factory / other support groups to obtain product and service pricing.
Populates the price in the quoting tool upon receipt from suppliers.
Verifies and applies pricing based on project agreement, master file agreements, or standard LBP discount matrix.
Performs initial price screening by calculating the final price based on the DOA (Delegation of Authority).
Escalates pricing issues to appropriate support group.
3.6 Mailbox / Digital Transaction Management
Logs request for quote or technical inquiries.
Saves / Uploads / Archives Communication Records (OCM, CRM, Shared Folders, SharePoint, etc.).
Generates Transaction Records (CRM Logging).
Monitors incoming emails in common mailboxes or any digital platforms.
Acknowledges receipt of customer’s chat / emails / POs / RFQs or any form of digital platform where customers contacts Emerson.
Allocates Requests / Tasks / Emails to appropriate individual / support group (Workload and Escalation Management).
Identifies appropriate transaction levels / Classification / Tier.
Handles escalations from Peers.
3.7 Documentation Management Control
Identify customer documentation requirements and specifications.
Reviews completeness of the customer data and documentation requirements (type, format, copies) against factory standard.
Consolidates Material Certification/Documents.
Liaises and/or enters with Order Management team to enter documentation charges into business systems.
Escalates documentation issues to appropriate individuals.
Fills out customer non-standard records (Non EMR docs – e.g. Price List, Instrument Tag List, etc.).
Reviews and resolves escalated documentation issues.
Analyzes risks related to documentation requirements and escalates to project manager/engineer.
3.8 Customer Complaint Handling
Responds to general inquiries related to status of CAPA logged. - Order Management
4.1 Commercial / Technical Screening
Checks for completeness of commercial requirements for Tiers 0/1 Orders.
Perform Remote Automation Process if applicable.
Provides product lead time based on system data (standard product lead time).
Coordinates with the supplier / factory / other support groups to obtain/identify specific lead time of a product or service not readily available on the system (may be a custom item with no standard lead time).
Validates and calculates pricing using system tools.
Submit requests for Model set-ups.
Checks and extracts customer-specific information from business systems.
Flags outstanding RFQs / Orders and report generation to the Country Managers.
Identifies Order Tier Category.
Performs initial price screening by calculating the final price based on DOA (Delegation of Authority).
Resolves escalations for International Trade Compliance, Due Diligence Checks, Red Flags, Boycott Languages, and embargoed/sanction country/end users.
4.2 Order Entry
Enters Data / Order / Items into Business Systems.
Coordinates with Factory personnel/reps, Inside Sales and Customer Support Teams to monitor the status of RFQs, orders, buyouts, shipment holds, shipment status, and inspections.
Escalates commercial inquiries to factory / Analyzes, qualifies, and completes Change Order Requests for Tier 0/1.
Books orders on Emerson Country Operating Units.
Provides Order Acknowledgment after booking the orders. - Training and Development
Conducts basic / overview / awareness training on product, process, and business tools.
Assists Supervisor in the creation and execution of the basic / overview / awareness training on product, process, and business tools.
Updates / revises training syllabi, course outlines, lesson plans, and content of existing materials (e.g. presentations, evaluation tools, etc.) for all training courses.
Adapts training syllabi, course outlines, lesson plans and content of existing materials (e.g. presentations, evaluation tools, etc.) for all training courses for specific audience/scenario.
Identifies functional / behavioral training and development needs of junior or senior team members to support team goals and objectives.
Conducts product-related learning sessions to junior or senior proposal engineers. - Continuous Improvement and Innovation
Participates in the execution of Functional Unit Strategic Initiatives/Programs to support the objectives of the management.
Participates in projects related to quality improvement (such as Problem Solving in Action, QMS, Perfect Execution, or any future terminology in relation to Emerson quality programs).
Analyze and validates the raised non-conformance to identify process owners and other related and/or impacted promises.
Participates in the planning and execution of Functional Unit Strategic Initiatives/Programs to support the objectives of the management.
Identifies and initiates projects related to quality improvement (such as Problem Solving in Action, QMS, Perfect Execution, etc.).
Analyzes the non-conformances on processes, services, and management reports to identify root cause and recommends corrective actions.
Education and Professional Qualifications:
Minimum of university or institute degree in Engineering or equivalent (Instrumentation and Control, Chemical, Mechanical, Electronics and Communications, Electrical, etc.) with strong experience in generating product/service/solution proposals to customer’s request for quotation and screening of purchase orders.
Requirements and Attributes:
Minimum of 4 years working experience in quote generation work and order screening tasks.
Strong knowledge in Instrumentation Products to at least 1 of the Measurement Solutions’ Product Portfolio (Measurement and Flow) and its services.
Possess good attitude and effective approach to enhance values to directly support Emerson’s customers.
Able to take initiatives and drive results.
Strong English communications and comprehension (both Oral and Written)
Above average Computer skills such as Microsoft Application (Excel, Word, Powerpoint, etc.)
Very independent and keen to details with minimum supervision.
Problem Solver.
Responsibilities:
REQUIREMENT SUMMARY
Min:4.0Max:9.0 year(s)
Outsourcing/Offshoring
IT Software - Other
Customer Service
Graduate
Proficient
1
Mandaluyong, Philippines
