Technical Support Engineer II, Technical Writing

Emerson’s 132 years of history have been filled with achievements and challenges that have driven innovative thinking and bold transformations, molding us into the company we are today. By joining us as a Technical Support Engineer III, Sales Order Management, you will be part of a collaborative, impactful, and dynamic Pressure Management Sales Order Management team. You will be responsible in order processing for both technical and commercial aspect. You will ensure that all orders are in compliance with Pressure Management-AP booking policy. You will coordinate with internal and external customers across the business unit. You will also have the opportunity to collaborate with other groups across different platforms.In this capacity, you will provide excellent support to Pressure Management Asia Pacific trade operations in terms of, but not limited to, order entry and processing. Acts as interface between sales offices, representatives, and factories to manage sales order efficiently.If this sounds like a perfect fit for you, apply now and join our team in Quezon City, Philippines. In this role, you will:Checks the completeness of order documents.Review incoming orders for technical and commercial compliance as per Pressure Management-AP booking policy.Checks part numbers and extracts customer-specific information from business systems.Request for part number, customer and end user set up not readily available in the system.Verifies discounts and commission if it adheres to business unit policy and ensure approved as per delegation of authorityValidates and calculates pricing using system tools.Coordinates with inside sales engineers, project managers, respective salesperson, or factory for technical and commercial clarification of the order.Enters Data/Order/Items into business system for all types of orders from different types of customers.Generate and sends order acknowledgement.Coordinates with PO buyer, customer care team for booked orders in terms of but not limited to urgency and special requirements.Analyze, qualifies, and completes change order requests for all orders.Perform quality check on orders from junior peers.Resolves problems which may arise due to order entry error.Responds to general inquiries and requests received and identify the need for escalations. For this role, you will need:Bachelor's degree in Engineering.At least 3 years of related experience in order management, data entry or data administration support or function.Familiarity with industrial regulators or pressure control devices.Basic software knowledge of Microsoft Applications (MS Word, Excel, PowerPoint, etc.).Willingness to work on morning shift and blended work arrangements Who you are:You have a strong drive for result and an excellent customer service skill. You are adaptable to change and are constantly working to be more efficient. Your attention to detail is remarkable, and you have good problem-solving, communication, and leadership skills. You exhibit passion and enthusiasm to get things done. You can efficiently carry out tasks independently and process orders accurately and timely. You're a proactive self-starter with a high level of commitment. You can proficiently communicate ideas and influence both internal and external customers. You're interpersonally savvy and able to collaborate and efficiently work with people at any level.

The Customer Success Support Representative will be primarily responsible in supporting the Customer Success Officer and Accounts in Cold Chain Business. The Position is expected to professionally process requests for service and effectively assist in onboarding, research and investigation of customer questions and problems. This position must respond timely to technical support requests accessing software/data applications to determine actions required pursuant to customer specifications. The position will work closely with other departments such as Sales, ADMs, and Technical Support/Services.IN THIS ROLE YOU WILL:· Account Management - Manage the end to end customer issue resolution process and ensure that there are adequate resources to meet the current and projected workload.· Ensure that all regulatory and statutory obligations are met, including accurate and timely processing within the framework of the regulations.· Monitor claims and/or calls to ensure policy adherence, regulatory compliance and identify future coaching opportunities.· Provide management reports highlighting team performance and identification of process gaps.· Prepare appropriate responses to complaints received directly from customers· Identify the type of transaction, reason for dispute and submit the oral notice claim (when applicable).· Communicate effectively and concisely with vendors, colleagues and customers to resolve dispute cases.· Document the customer’s response to the questionnaire clearly.· Ask probing questions to gain further understanding of error that occurred and to resolve conflicting information.· Provide feedback to management regarding opportunities to continuously improve our business (i.e. updates to policies and procedures, system upgrades, etc).· Escalate to management in a timely manner any issues of concern· Conduct customer product and software training sessions via Web conference calls and in person meetings· Communicate and Identify Solutions to for potential growth opportunities· Manage Customer Issue Resolution· Ensure metrics are achieved and aligned with overall Customer Success team goals.· Coordinate with Sales, Support and Software to consistently deliver value to customers· Share best practices with team members to enhance the quality and efficiency of customer support· Other duties as assignedFOR THIS ROLE YOU WILL NEED:Educational Background:College Graduate with experience in Microsoft Office Applications. Engineering courses is an advantage but not requiredWork Experience or Training:· At least 2 years of relevant experience in customer support and project management· External customer facing experience would be very helpful· Capable of facilitating projects across multiple locations and reporting relationshipsSkills and Abilities:· Capable of communicating in verbal, written and presentation forms· Proven project management skills, and the ability to handle multiple projects simultaneously· Mature, professional demeanor and proven ability to work well in a fast-paced and collaborative work environment· Demonstrated success defining and delivering projects on timeOther Work Conditions:· Willing to work on schedule required by assigned business unit and customers· Must be able to effectively and independently function while maintaining a positive energy level in an environment of constantly shifting demandsCompetency Profile:· Customer focus· Ensures accountability· Collaborates· Communicates effectively· Action Oriented