Technology Support Engineer

Not just a job, but a career

Yokogawa, award winner for ‘Best Asset Monitoring Technology’ and ‘Best Digital Twin Technology’ at the HP Awards, is a leading provider of industrial automation, test and measurement, information systems and industrial services in several industries.

Our aim is to shape a better future for our planet through supporting the energy transition, (bio)technology, artificial intelligence, industrial cybersecurity, etc. We are committed to the United Nations sustainable development goals by utilizing our ability to measure and connect.

About the Team
Our 18,000 employees work in over 60 countries with one corporate mission, to "co-innovate tomorrow". We are looking for dynamic colleagues who share our passion for technology and care for our planet. In return, we offer you great career opportunities to grow yourself in a truly global culture where respect, value creation, collaboration, integrity, and gratitude are highly valued and exhibited in everything we do.

Job Purposes

• Responsible for managing the day-to-day workload of the Software Support help desk for the region
• Ensure software and helpdesk support are delivered in a timely fashion to the highest quality and that client satisfaction is guaranteed.
• Work under the Regional Software Support Lead to build and maintain relationships with internal and external clients ensuring client’s needs are met and to grow the Software business both upstream and downstream in region.
• Ability to provide technical consulting to projects-based workload and experience
• Ability to participate in software testing and innovation initiatives.

Project Related Tasks:

• Client liaison / discussion of technical aspects of work, as well as project specifications and documentation
• Analyze data, execute and review process calculations.
• Implement solutions at client sites – Model design and configuration, system installation and testing
• Assist with training material development as needed and deliver training for customers.

Responsibilities

• Product Demos - Demonstrate the features/attributes of the product/service and support requests for detailed demonstrations.
• Product/Service Information - Provide advanced product/service information and respond to basic customer questions about the product/service.
• Software Installation - Help to install complex systems and conduct inspections of system with guidance.
• Systems Maintenance and Repair - Troubleshoot and diagnose systems for emergency repairs and carry out preventive maintenance routines.
• Resolving Customer Issues - Respond to basic issue escalations promptly and appropriately; provide managerial approvals as required.
• Operational Compliance - Develop knowledge and understanding of the organization's policies and procedures and of relevant regulatory codes and codes of conduct to ensure own work adheres to those standards. Obtain authorization from a supervisor or manager for any exceptions from mandatory procedure.
• Customer Relationship Management / Account Management - Make calls (by telephone or in person) to allocated customers to maintain and strengthen existing relationships. Act as a first point of contact for resolving customer queries and complaints.
• Customer Needs Clarification - Interview the customer, following a complex multilevel sales script, to clarify the customer's requirements, or assist in conducting interviews with potential customers, making detailed notes to collect client requirements.
• Work Scheduling and Allocation - Design own monthly schedule and, if necessary, assign work to others in order to speed up office workflow and ensure high-priority tasks get done.
• Health, Safety, and Environment - Follow the organization's health, safety, and environment (HSE) policies, procedures, and mandatory instructions to identify and mitigate risks and to safeguard the environment and the well-being of self and others.
• Personal Capability Building - Develop own capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching. Develop and maintain an understanding of relevant technology, external regulation, and industry best practices through ongoing education, attending conferences, and reading specialist media.

Position Requirements

Behavioral Competencies:

• Customer Focus - Builds strong customer relationships and delivers customer-centric solutions. For example, keeps in contact with customers to ensure problems are resolved, or to improve customer service. Studies customer feedback and emerging customer needs and uses these to determine some creative new ideas.
• Manages Complexity - Makes sense of complex, high quantity, and sometimes contradictory information to effectively solve problems. For example, looks at complex issues from multiple angles; explores issues to uncover underlying issues and root causes; sees the main consequences and implications of different options.

Skills:

• Masters Service Conversations - Works at an intermediate level to navigate customer conversations by leveraging the four parts of a service conversation: open, learn, reply, and close. Typically works with guidance. Recognizes conversation barriers, Gains customer confidence and cooperation, Leverages open and closed questions, Shares clear and correct information, Delivers unwelcome or unexpected news, Highlights positive outcomes, Provides alternatives when an item is out of stock or unavailable, Manages scope creep, Confirms customer satisfaction, Uses appropriate tone of voice, Documents service-interaction efforts, Confirms understanding
• Verbal Communication - Uses clear and effective verbal communications skills without supervision and provides technical guidance when required on expressing ideas, requesting actions and formulating plans or policies.
• Navigates Customer Challenges - Works at an intermediate level to navigate conversations in which the customer is frustrated or unhappy with the organization. Typically works with guidance. Listens nondefensively to angry/upset customers, Defuses customer tension, Explains and addresses customer issues, Offers appropriate goodwill gestures, Keeps promises made to the customer, Prepares for commonly encountered customer challenges, Assists multiple customers simultaneously
• Health and Safety - Manages and applies safe systems of work without supervision and provides technical guidance when required.
• Strengthens Customer Connections - Works at an intermediate level to connect with customers to strengthen the relationship, meeting personal needs through positive customer experiences. Typically works with guidance. Connects on a personal level, Demonstrates a willingness to help customers, Chooses customer-focused words and phrases, Acknowledges what the customer says, Affirms the customer's choices, Appreciates what the customer does, Assures the customer of the organization's commitment, Transitions a customer to another service provider, Avoids technical or industry-specific jargon
• Leverages Digital Communications with Customers - Works at an intermediate level to leverage digital communication (email, text, chat, social media) to create positive, defining moments for customers. Typically works with guidance. Articulates the importance of digital communication, Explains different digital communication channels, Creates positive customer emails, Practices common sense guidelines on social media
• Navigates Field Service Interactions - Works at an intermediate level to navigate customer interactions in a face-to- face setting, creating positive, defining moments. Typically works with guidance. Displays appropriate body language with the customer, Reads the customer's tone and body language, Defines scope of service interaction, Reflect and plan for future interactions, Offers alternative or interim solutions, Confirms logistics of visit/interaction, Briefs customer on service interaction
• Planning and Organizing - Works with guidance (but not constant supervision) to plan, organize, prioritize and oversee activities to efficiently meet business objectives.
• Policy and procedures - Works with guidance (but not constant supervision) to develop, monitor, interpret and understand policies and procedures, while making sure they match organizational strategies and objectives.
• Provides Technical Support - Works at an intermediate level to employ customer-oriented behaviors that help engineers connect with their customers in productive and efficient ways, creating positive, defining moments. Typically works with guidance. Communicates confidently during service interaction, Sets appropriate expectations, Provides relevant product/service updates
• Service Into Sales - Works at an intermediate level to recognize sales opportunities during service interactions to enhance overall customer service. Typically works with guidance. Recognizes clues for additonal needs, Transitions from service conversation to sales conversation, Presents products and solutions in a compelling way, Closes with appropriate next steps, Refers additional customer needs to appropriate team
• Troubleshoots Technical Issues - Works at an intermediate level to employ a systematic process for solving technical issues by identifying the problem and selecting an appropriate solution. Typically works with guidance. Verifies the problem, Defines the problem, Isolates the problem, Identifies the cause of problems, Justifies a solution, Resolves the problem
• Builds Customer Loyalty - Works at an intermediate level to make every customer interaction positive by leaving the customer feeling understood, appreciated, and confident in the organization's ability. Typically works with guidance. Describes impact of customer experience, Explains customer experience and related loyalty metrics, Recognizes importance of customer loyalty, Identifies important interaction points with customers, Demonstrates respect for the customer, Provides solutions to the customers' problems, Focuses on simplicity when addressing the customer, Takes responsibility for addressing customer concerns, Empathizes with customers, Balances appropriate focus on tasks and service, Services diverse customers, Leverages available resources to meet customer needs, Collaborates with team members to best serve customers
• Compliance Management - Works with guidance (but not constant supervision) to achieve full compliance with applicable rules and regulations in management and/or operations.
• Equipment Utilization - Works with guidance (but not constant supervision) to optimize the utilization of production plant, equipment and materials.
• Policy and Regulation - Works with guidance (but not constant supervision) to interpret and apply knowledge of laws, regulations and policies in area of expertise.
• Review and Reporting - Works with guidance (but not constant supervision) to review and create relevant, lucid and effective reports.

Education:

• BEng or Meng degree or equivalent in Chemical / Process Engineering.

General Experience:

• Base level knowledge of refining processes and/or upstream processes with exposure in process modeling.
• Familiarity with one or more additional KBC software products is a distinct advantage.
• Familiarity with basic programming or scripting exposure is an advantage.
• Ability to work well in team environment under supervision and willingness to assist others.
• Experience working in a global organization and with different cultures is an advantage.
• Excellent communication skills with the ability to develop relationships with stakeholders at all levels
• Flexible with the ability to prioritize and reprioritize due to conflicting demands
• High level of self-motivation and initiative, willingness to learn.
• Display a high level of professionalism towards colleagues and as an ambassador of the company
• May require 20-30% domestic/ international travel per annum for periods of 1-3 weeks per trip

Yokogawa is an Equal Opportunity Employer. Yokogawa wants a diverse, equitable and inclusive culture. We will actively recruit, develop, and promote people from a variety of backgrounds who differ in terms of experience, knowledge, thinking styles, perspective, cultural background, and socioeconomic status. We will not discriminate based on race, skin color, age, sex, gender identity and expression, sexual orientation, religion, belief, political opinion, nationality, ethnicity, place of origin, disability, family relations or any other circumstances. Yokogawa values differences and enables everyone to belong, contribute, succeed, and demonstrate their full potential.

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