Technical Support Engineers (TSE) partner with customers to ensure their success through deep technical knowledge of Products, Platforms and Systems. TSEs respond to and anticipate technical needs to help maintain or accelerate our customers' development schedule, building customer loyalty and gaining a reputation as trusted technical partners. TSEs advocate for our customers recommending Platform and System improvements to R&D, providing customer insight to sales, and make sure Emerson Test & Measurement (T&M) is ready to support new Products and Systems.

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In This Role, Your Responsibilities Will Be:

Resolves technical issues for customers focusing on Enterprise and Strategic Tiers

• With advanced Product, Platform, System technical knowledge, and industry expertise a Senior TSE accompanies our customers at any point of the Customer Journey, resolving technical issues to ensure customer success.
• Partners with Sales to recommend a support strategy for targeted accounts.
• Resolves platform and systems issues brought up by Emerson Test & Measurement Stakeholders across all regions.
• Manages critical blocking issues to R&D and maintains relationship with R&D Support Coordinators and Developers.

Builds customer & department technical proficiency through standard services

• Educates other TSEs through advanced or customized trainings & continuous educations.
• Provides paid technical consulting (e.g., upgrade assistance, code reviews, project onboarding) when the predominant need is platform and system expertise, displaying technical proficiency and good communication with stakeholders, and scope/risk assessment skills demonstrated through Technical Assessments.

Captures and documents knowledge/processes to enable self-service resolution and department proficiency.

• Consistently recommends KCS methodology in all cases and escalations, reviews and validates technical accuracy in top utilized content, enabling customers to self-serve by influencing and curating a healthy knowledge base.
• Identifies content gaps and provides feedback to the content team.
• Partners with R&D to create and update internal training and product documentation.
• Collaborates with Services Engineering in the creation/update of New Product/System Support Plans partnering with R&D, product planning and Support Operations. Communicates the strategy with their region.

Advocates for the customer experience within the company

• Provides feedback on improvements to the customer experience to relevant teams cross-functionally
• Reports design, reliability, or maintenance issues or bugs to R&D
• Contributes to team development by sharing customer insights

Who You Are:

You build and deliver solutions that meet customer expectations. You readily learn and adopt new technologies. You maintain a positive attitude despite adversity.

For This Role, You Will Need:

• Bachelor's of Engineering or Computer Science or Engineering Degree required; preferred Bachelor's in Electrical Engineering, Computer Engineering, or Computer Science.
• 5+ years of work experience in a customer-facing technical role or other relevant industry experience.
• Experience owning and advocating for customer issues or needs.
• Experience prioritizing multiple tasks.
• Proficiency in one or more programming languages is required. (LabVIEW experience is preferred).
• Fluent in English and Italian is mandatory
• The candidate must be eligible to Italian security clearance.
• Availability to travel up to 0% of time in Italy and EMEA.

Preferred Qualifications That Set You Apart:

• Communication - You are comfortable communicating technical concepts to a range of backgrounds, one-on-one, or in front of a group. You confidently lead conversations to uncover customer's technical, business, and personal needs.
• Problem Solver - Integrates information from disparate sources to identify underlying causes and find creative solutions. Driven to find a solution where others could not.
• Technical - Advanced expertise of electronic circuit design concepts and electronic instrumentation. Experience developing scalable, reusable code. CLA, CTA or CLED certifications are highly preferred.
• Dynamic - Thrives in an environment where the work changes from day to day. You are fascinated by the multitude of ways that engineers and scientists solve tomorrow's grand challenges.
• Leader - Experience coaching and mentoring others, through formal or informal leadership roles.
• Domain - Experienced in the test and measurement industry. The ideal candidate may have a background in one of Emerson's T&M target market segments - industry certifications are desirable.

Our Culture & Commitment to You:

At Emerson, we prioritize a workplace where every employee is valued, respected, and empowered to grow. We foster an environment that encourages innovation, collaboration, and diverse perspectives-because we know that great ideas come from great teams. Our commitment to ongoing career development and growing an inclusive culture ensures you have the support to thrive. Whether through mentorship, training, or leadership opportunities, we invest in your success so you can make a lasting impact. We believe diverse teams, working together are key to driving growth and delivering business results.

ABOUT US

WHY EMERSON

Our Commitment to Our People

At Emerson, we are motivated by a spirit of collaboration that helps our diverse, multicultural teams across the world drive innovation that makes the world healthier, safer, smarter, and more sustainable. And we want you to join us in our bold aspiration.

We have built an engaged community of inquisitive, dedicated people who thrive knowing they are welcomed, trusted, celebrated, and empowered to solve the world's most complex problems - for our customers, our communities, and the planet. You'll contribute to this vital work while further developing your skills through our award-winning employee development programs. We are a proud corporate citizen in every city where we operate and are committed to our people, our communities, and the world at large. We take this responsibility seriously and strive to make a positive impact through every endeavor.

At Emerson, you'll see firsthand that our people are at the center of everything we do. So, let's go. Let's think differently. Learn, collaborate, and grow. Seek opportunity. Push boundaries. Be empowered to make things better. Speed up to break through. Let's go, together.

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ABOUT EMERSON

Emerson is a global leader in automation technology and software. Through our deep domain expertise and legacy of flawless execution, Emerson helps customers in critical industries like life sciences, energy, power and renewables, chemical and advanced factory automation operate more sustainably while improving productivity, energy security and reliability.

With global operations and a comprehensive portfolio of software and technology, we are helping companies implement digital transformation to measurably improve their operations, conserve valuable resources and enhance their safety.

We offer equitable opportunities, celebrate diversity, and embrace challenges with confidence that, together, we can make an impact across a broad spectrum of countries and industries. Whether you're an established professional looking for a career change, an undergraduate student exploring possibilities, or a recent graduate with an advanced degree, you'll find your chance to make a difference with Emerson. Join our team - let's go!

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