Customer support engineer (PLC, DCS)
Job description, responsibilities and duties
The purpose of the role is to provide second level of customer technical support .
Troubleshoots problems with multifunctioning electro/mechanical equipment or software applications and recommends corrective action.
Respond to customer issues via telephone, email, web, or fax
Resolves customer concerns raised during installation, operation, maintenance or product application or compatibility matters.
Documentation of activities and findings in a case tracking tool
Knowledge transfer via technical documentation such as Tech Notes, WebEx's, White Papers, Knowledge Base articles
Perform complex problem solving, data collection, software upgrades or system audits at customer locations
Replication / duplication of product issues reported by Customers
Research into workarounds and solutions
Develop effective working relationships with customers, co-workers and cross departmental personnel
Document customer information and recurring technical issues to support product quality programs and product development
Contribute actively to the development of improved tools, processes, and procedures in the Support Center
Might provide consultations if necessary
Might support proposal and sales functions if necessary
Provide assistance to other engineers (CSE or project AE) during tests (internal or client) if necessary
• Opportunities to work in the international and multicultural working environment and also to get the international experience;
• Great team to work with, a nice place to work and flexible working hours;
• Training and development – Technical trainings, internal e-learning program and language courses;
• Life insurance and contribution to the private pension fund;
• Bonus for employee referral; and
• Company and teambuilding activities.
Requirements for the employee
University education (Bachelor's degree)
Computer Science, Electrical Engineering or related discipline.
English - Upper intermediate (B2)
Personality requirements and skills
Desired 1 year of experience with customer support and or service operations in a process control environment, industrial automation (PLC, DCS)
Fluent English (both in speaking and writing)
Willingness to travel abroad (up to 20%) is required
Confirmed experience with Microsoft Operating System
Background in computer networking (including installations, setup, and troubleshooting)
Customer Focus, Teamwork, Very good communication skills, Flexibility, Problem solving skills
Brief description of the company
Invensys Systems Slovakia, a member of Schneider Electric group since 2014, is a global technology leader in process automation and software solutions offering safety, critical and distributed control systems, measurement & instrumentation products, visualization and simulation software solutions. The marketplace knows us from our premier brands - Avantis, Eurotherm, Foxboro, Simsci-Esscor, Triconex and Wonderware.
Engineering Excellence Center has been operating in Bratislava since 2008 and employ up to 100 employees.
The center has been successfully executing engineering projects for well-known global customers in petrochemical, chemical, pharmaceutical and power industry.
Main focus of the company's activities
Invensys Systems (Slovakia) s.r.o.
821 04 Bratislava
Contact person: Oddelenie Ľudských Zdrojov
E-mail: send CV