Support Center Technician II, Technical Support

If you are a Technician or Support Center Technician professional looking for an opportunity to grow, Emerson has an exciting opportunity for you! Based in our Kennesaw, GA or Bentonville, AR location, you will be responsible for managing inbound customer support calls and executing several customer engagement initiatives simultaneously including: Assisting and supporting installation, programming, new store onboarding, alarm commissioning, and troubleshooting of products and services. Calls taken by this group are typically detailed and require a medium level of expertise to resolve. Tracking and prioritizing customer engagement initiatives, maintaining customer uptime and success. Driving the overall success of engagements to ensure the end-user customer satisfaction goals are met. It is critical for this position to collaborate closely with internal engineering, product support teams as a part of the Customer Success team. The Support Center Technician must maintain professional and technical acumen while supporting strategic Food Retail accounts within the United States. Rotational on-call responsibilities include evenings and weekends.AS A SUPPORT CENTER TECHNICIAN:

Facilitate ongoing engagement with customers to resolve their concerns

Gather customer information, analyze symptoms, and determine the underlying issue

Remotely diagnose issues caused by operating systems, IIS, network, database, computer hardware, antivirus, firewalls, etc. using VPN or remote desktop applications

Respond to support-related emails, phone calls, and other electronic communications

Perform administrative level support confirming validity of the problem and seeking known solutions

Perform software installations/upgrades and training remotely when requested by customers.

Train new associates and sales personnel as needed

tracking and reporting of daily records and workflow

Assist the Account Delivery Manager with the development, creation, and modification of training courses in eLearning to help grow the level of product knowledge within the team

Develop, build, modify, and submit technical support documentation and procedures to our Support Knowledge Base

WHO YOU ARE:You are highly effective in understanding the customers to gather fresh insights. Converting ideas into actions and producing results with new initiatives. By understanding the importance of internal customer relationships, you can create new connections and build relationships with others on your team or department. Lastly, using your listening skills to offer both input and discussion.REQUIRED EDUCATION, EXPERIENCE & SKILLS:

Bachelor’s degree (Information Technology / Technical field preferred) or Associates (AA) degree or equivalent 2 years work experience related Refrigeration, HVAC and BAS Controls, and external customer-facing experience directly with troubleshooting

Capable of facilitating inbound calls and requests by demonstrating customer service skills

Mature, professional demeanor and proven ability to work well in a fast-paced and collaborative work environment

Basic knowledge of TCP/IP Networking and network troubleshooting/diagnostic skills

Ability to travel up to 10% at the time

Legal Authorization to work in the United States - Sponsorship will not be provided for this role.

PREFERRED EDUCATION, EXPERIENCE & SKILLS:

3 years of experience in HVACR controls

2 years BAS, BMS, or Facility Controls experience

3 years MS Office Suite including Excel, Word, PowerPoint, Outlook Email, OneNote

2 years Information Technology background

Experience working after hours, weekends, and holiday rotations

Knowledge of Food Safety low and medium temperature applications

Food Retail Case Controller experience

Previous Field or Contractor installation experience

Electrical Print and Communication Troubleshooting experience

#LI-YM1WHY EMERSONOur Commitment to Our PeopleAcross the globe, we are united by a singular Purpose: We drive innovation that makes the world healthier, safer, smarter, and more sustainable.We invest in our employees to ensure they have the marketplace knowledge, skills, and competencies to bring this Purpose to life while competing and leading in a global economy.Our training programs focus on end-to-end development, from onboarding through senior leadership.Our success is measured by the positive impact we make on people, our communities, and the world through our unwavering focus on environmental, social, and regulatory progress. Learn more about us! (https://www.emerson.com/en-us/about-us/corporate-social-responsibility)Flexible and competitive benefits plans offer you the right options to meet your individual/family needs: medical insurance plans, dental and vision coverage, 401(k), tuition reimbursement and more. We also provide you flexible time-off plans, including paid parental leave, vacation, and holiday leave.Our Commitment to Diversity, Equity & InclusionAt Emerson, we are committed to fostering a culture where every employee is valued and respected for their experiences and perspectives – and that reflects the world around us. We believe a diverse, equitable and inclusive work environment contributes to the rich exchange of ideas that inspires innovation and brings the best solutions to our customers.This philosophy is fundamental to living our company’s values and our responsibility to leave the world in a better place. Learn more about our Culture & Values (https://www.emerson.com/en-us/about-us/living-our-purpose) and Diversity, Equity & Inclusion at Emerson .Work AuthorizationEmerson will only employ those who are legally authorized to work in the United States. This is not a position for which sponsorship will be provided. Individuals with temporary visas such as E, F-1, H-1, H-2, L, B, J or TN, or who need sponsorship for work authorization now or in the future, are not eligible for hire.Equal Opportunity EmployerEmerson is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to sex, race, color, religion, national origin, age, marital status, political affiliation, sexual orientation, gender identity, genetic information, disability or protected veteran status. We are committed to providing a workplace free of any discrimination or harassment.If you have a disability and are having difficulty accessing or using this website to apply for a position, please contact: idisability.administrator@emerson.com .ABOUT EMERSONEmerson is a leading global technology, software and engineering company providing innovative solutions for customers in industrial, commercial, and residential markets.Our Automation Solutions business helps process, hybrid and discrete manufacturers maximize production, protect personnel and the environment while optimizing their energy and operating costs.Our Commercial & Residential Solutions business helps ensure human comfort and health, protect food quality and safety, advance energy efficiency and create sustainable infrastructure.We help customers in the world’s most essential industries solve the biggest challenges of modern life.Every day, our global workforce fulfills our unified Purpose and lives out the Values we hold close as an organization: Integrity, Safety & Quality, Support Our People, Customer Focus, Continuous Improvement, Collaboration, and Innovation.Our Causes – Planet, Humanity, Champion, Inclusion and Future – shape, define and fuel Emerson’s culture while inspiring our innovative spirit and driving our focus.Whether you’re an established professional looking for a career change, an undergraduate student exploring possibilities, or recently received your master’s degree, you’ll find opportunities with us. Join our team and start your journey today!No calls or agencies please.Requisition ID : 23002112Emerson is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to sex, race, color, religion, national origin, age, marital status, political affiliation, sexual orientation, gender identity, genetic information, disability or protected veteran status. We are committed to providing a workplace free of any discrimination or harassment.