Product Support Engineer
Emerson
Software Engineering, Product, Customer Service
Nuevo Laredo, Tamaulipas, Mexico
Posted on Nov 12, 2025
Education:
•Bachelor's degree or equivalent experience in engineering or technical field.
Experience:
•3+ years supporting products and customers in a technical capacity.
•Familiarity with the Oracle ERP System.
•Strong organizational and problem-solving skills.
•Microsoft Office (Word, Excel, Power Point)
•Must be fluent in English.
Responsibilities:
•Manage open customer issues via tracking system.
•Provide data for periodic reports, such as usage metrics, support activity logs, open case reports.
•Find optimal solution by engaging in discussions with customers, applications, and sales.
•Consolidate and stay current on service manuals, retrofit instructions, technical bulletins, and parts lists.
•Provide prompt support to Service Technicians, Sales Engineers and Customers via email and phone to resolve non-routine technical problems.
•Escalate software defects and advanced issues to Tier 2 Product Support.
•Coordinate the Field Service Force Schedule to better assist customers with on site support.
•Stay up to date on new product features and improvements through collaboration with engineering and product marketing teams.
•Document quality control issues (iSight) and provide feedback to stakeholders
Branson is seeking a Product Support Engineer responsible to give support the customers. Responds to customer product inquiries via telephone or in written internet-based email or chat sessions. Resolves customer concerns raised during installation, operation, maintenance or product application .