TAC SUPPORT ENGINEER III

Tac Support Engineer (Technical Product Customer Support)

Yokogawa, award winner for 'Best Asset Monitoring Technology' and 'Best Digital Twin Technology' at the HP Awards, is a leading provider of industrial automation, test and measurement, information systems and industrial services in several industries.

Our aim is to shape a better future for our planet through supporting the energy transition, (bio)technology, artificial intelligence, industrial cybersecurity, etc. We are committed to the United Nations sustainable development goals by utilizing our ability to measure and connect.

About the Team Our 18,000 employees work in over 60 countries with one corporate mission, to "co-innovate tomorrow". We are looking for dynamic colleagues who share our passion for technology and care for our planet. In return, we offer you great career opportunities to grow yourself in a truly global culture where respect, value creation, collaboration, integrity, and gratitude are highly valued and exhibited in everything we do.

The TAC Support Engineer (Technical Product Customer Support) is responsible for delivering remote technical support within the Service Organization, including Technical Assistance Center (TAC) Helpdesk operations. This role supports both local customer inquiries and global support initiatives while maintaining strong internal stakeholder relationships.

The position provides troubleshooting and technical assistance via phone, web-based tools, and email, supporting Yokogawa's systems products, advanced solutions, and industrial automation portfolio. The TAC Support Engineer plays a key role in driving issue resolution, enhancing customer satisfaction, and contributing to overall team success through collaboration and knowledge sharing.

Job Responsibilities:

• Provide advanced remote technical support via phone, email, and web tools within a 24/7 TAC Helpdesk environment
• Troubleshoot and resolve complex issues related to DCS, Safety Systems, Data Historians, SCADA, and associated solutions
• Manage support ticket queues and case lifecycle, ensuring timely resolution and accurate documentation
• Support customer inquiries including product failures, configuration, installation, and general usage; provide after-hours support for critical issues as needed
• Collaborate with global support teams to manage escalations (≤10% of cases), ensuring quality and timely resolution
• Maintain accurate case data to support KPI reporting, backlog management, and continuous improvement
• Apply system and network architecture knowledge, including cybersecurity and endpoint protection (patching, antivirus, backups), in troubleshooting scenarios
• Support Lifecycle Services activities, including field service, warranty cases, nonconformities, and project-related technical support
• Serve as a technical leader by mentoring team members, sharing knowledge, and driving best practices
• Contribute to cross-functional efforts such as process improvements, technical documentation, and solution development
• Continuously build expertise through training, self-study, and hands-on system support

Job Requirements:

• Advanced troubleshooting, analytical, and problem-solving skills
• Experience working in a customer-facing, fast-paced support environment
• Ability to manage multiple priorities and perform effectively under pressure
• Strong communication and interpersonal skills; ability to collaborate across global teams
• Working knowledge of network architecture and cybersecurity practices in industrial environments
• Proven ability to act as a subject matter expert and mentor others
• Willingness to support after-hours or on-call needs as required
• Commitment to safe work practices
• Willingness to support a 24/7 operation, including after-hours as needed
• Ability to handle difficult conversations and resolve conflicts professionally
• Strong verbal and written communication skills; ability to explain technical concepts clearly
• Ability to interpret technical documentation and leverage internal knowledge resources

Minimum Qualifications:

• Bachelor's degree in engineering or related field (or equivalent experience)
• 5 years of experience in technical support, industrial automation, or related field
• 5 years experience in control systems (DCS), safety systems, or industrial automation technologies

Preferred Qualifications:

• Basic Knowledge of Exa, IT, Networking and Cybersecurity is preferred.

Work Environment:

• While traveling to a customer site, the employee may be exposed to moving mechanical parts, high precarious places, fumes, airborne particles, toxic or caustic chemicals. The employee may be exposed to outdoor weather conditions, extreme heat, risk of electrical shock, and vibration. The noise level in the environment is reasonable

Physical Demand:

• While traveling to a customer site, the employee may be required to stand, walk, and sit. The vision requirements include depth perception, ability to adjust focus, close vision, and color vision.

Yokogawa is an Equal Opportunity Employer. Yokogawa wants a diverse, equitable and inclusive culture. We will actively recruit, develop, and promote people from a variety of backgrounds who differ in terms of experience, knowledge, thinking styles, perspective, cultural background, and socioeconomic status. We will not discriminate based on race, skin color, age, sex, gender identity and expression, sexual orientation, religion, belief, political opinion, nationality, ethnicity, place of origin, disability, family relations or any other circumstances. Yokogawa values differences and enables everyone to belong, contribute, succeed, and demonstrate their full potential.