Technical Support Engineer (pipeline requisition)Emerson Electric

Description
-To provide technical sales and application support to Emerson Automation Solutions Asia Pacific
-To attend to technical and commercial inquiries that may not require quotation
Responsibilities
Duty 1: Proposal/Quotation Management
Product Model Configuration (Model Selection, Sizing and Configuration)
- Validates and Checks customer-provided model code for correctness and applicability based on customer specifications and current product offerings.
- Reviews individual instrument specifications / requirements and selects appropriate model code and service offering. All products are based on current product and service offerings.
- Identifies service offering based on customer requirements.
- Updates Clarification Deviation Assumption list
- Reviews configuration datasheet and validates against customer requirements.
- Perform automated sizing for the selection of the proper unit.
- Analyses customer requirements and provides recommended product features and build model.
- Identifies product suitable to replace an obsolete or competitor's unit based on sizing or information from the old product
- Validates correctness and applicability of non-standard product (with special or buy/resale) provided/recommended by appropriate support group.
- Identifies service offering based on customer requirements.
- Builds product model string based on customer requirements for 1-3 types of technology. System aided tool is used for the final model built.
- Prepares Clarification Deviation Assumption list.
Lead Time Determination
- Provides product lead time based on system data (standard product lead time)
- Coordinates with the supplier/factory/other support group 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.
Pricing Determination
- Generates and submits Gross Profit Report for approval.
- 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 group 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.
- Validates and calculates pricing using offline pricing tools.
- Performs initial price screening by calculating the final price based on the DOA (Delegation of Authority).
- Calculates documentation/service cost and fills out document/service quote form as part of proposal
- Calculates Freight and packing cost based on payment terms and customer delivery address.
Proposal Document Creation
- Enters quote details, recommended product model codes, and miscellaneous items (documents and services) in system.
- Generates new or revised proposal
Escalations Handling
- Escalates commercial inquiries to factory /Escalates pricing issues to appropriate support group
- Escalates ITC Issues
- Escalates requests for model creation to the appropriate support group
- Escalates model configuration issues to product configuration solutions team
- Escalates requests to Tool Administrator for systems-related concerns
- Escalates commercial inquiries to factory /Escalates pricing issues to appropriate support group
- Coordinates with other teams/support to complete the request of customers
- Responds to Level 1 general inquiries and requests received from mailbox and identify need for escalations.
- Handles escalations from Peers. (Tools/Process-related inquiries/escalations).
- Handles Order Escalations (process & system related escalations)
Meetings and Records Management
- Attends emergency/kick-off meetings with other functional groups (including Operations and Team Meetings)
- Facilitates emergency/kick-off meetings with other functional groups (including Operations and Team Meetings)
- Logs Inquiries
- Records New Customers
- Saves/Uploads/Archives Communication Records (Filenet, OCM, GMS, CRM, Shared Folders, SharePoint)
- Generates Transaction Records (CRM Logging, SSRS Reports, EODN, Etc.)
- Monitors incoming emails in common mailboxes.
- Acknowledges receipt of customer emails/POs/RFQs.
- Updates order/quote records/data/status in Business System
- Verifies New Customer accounts and works with Customer Vendor Data Hub team for creation of accounts in the business systems.
Duty 2: Order Management
Commercial/Technical Screening
- Checks for Completeness of Commercial Requirements for Tier 0/1 Orders
- Provides product lead time based on system data (standard product lead time)
- Coordinates with the supplier/factory/other support group 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).
- Validates and calculates pricing using system tools
- Check and extracts customer-specific information from business systems
- Identifies Order Tier
- Performs initial price screening by calculating the final price based on the DOA (Delegation of Authority).
- Calculates documentation/service cost and fills out document/service quote form as part of proposal.
- Calculates Freight and packing cost based on payment terms and customer delivery address"
- Resolves escalations for international trade compliance
Order Entry
- Enters Data/Order/Items into Business System
- Generates/Send Customer Order Acknowledgement
- 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
- Performs Quality Check on Orders from Junior Peers
- Escalates commercial inquiries to factory / Analyzes, qualifies, and completes Change Order Requests for Tier 0
Duty 3: Workload Management
- Allocates Requests/Tasks/ Emails to appropriate individual/support group
- Generates Order/ Backlog/Dashboard Reports
- Analyzes Order/Backlog Reports and recommends ways to reduce backlog.
- Analyze data from the Monthly Metrics Report and identify improvements to meet SLAs.
Duty 4: Training and Development
- Conducts basic/overview/ awareness training on product, process and business tools.
- Regularly conducts quality monitoring of RMA/team output
- Assists Team Leader 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.
- Conducts Product-related Learning Sessions to junior engineers
DUTY 5: Continuous Improvement and Innovation
- Participates in the execution of Functional Unit Strategic Initiatives/Programs to support the objectives of the managementRequirements
Education: Engineering/Technology Graduate (Instrumentation and Control, Chemical, Mechanical, etc.)
Job Related Experience: Minimum of 3 years actual experience in proposal generation and order management for process automation, control and optimization technologies and services.
Specific Knowledge:
* Intermediate Knowledge on Assigned Products/Services
* Basic Knowledge on the following: Secondary Products/Services
* Familiarity on other Emerson (Automation Solutions) Products/Service offerings.
* Intermediate Knowledge on MS Office Applications
* Applicable business processes & system tools (SharePoint; Symphony; CRM; Oracle)
* English language proficient
Business Understanding:
* Intermediate Understanding of the Sales and Quotation Process, Tools, Metrics and key Performance Indicators (KPIs)
* General understanding of the quote to cash process.About Emerson
Imagine being surrounded by intelligent, driven, and passionate innovators all working toward the same goal-to create groundbreaking solutions that leave our world in a better place than we found it. Emerson is a global technology and engineering company providing innovative solutions for customers in industrial, commercial, and residential markets.
Our Emerson Automation Solutions business helps process, hybrid, and discrete manufacturers maximize production, protect personnel and the environment while optimizing their energy and operating costs. Our Emerson Commercial and Residential Solutions business helps ensure human comfort and health, protect food quality and safety, advance energy efficiency, and create sustainable infrastructure.
A dynamic environment is what you'll discover at Emerson, a Fortune 500 company with $14.5 billion in sales and 155 manufacturing locations worldwide. Together, we're changing the world, and we have all the resources to help you achieve your professional goals.
Whether you're an established professional looking for a career change, an undergraduate student exploring options, or recently received your MBA degree, you'll find a variety of opportunities at Emerson. Join our team and start your journey today.