Customer Support Engineer

Yokogawa; Muharraq; On-site; BHD 26,000 - 36,000; Full time

Job summary

Yokogawa seeks a technically skilled professional to provide frontline support for Centum VP, ProSafe-RS and OT security solutions across the Middle East & Africa. You will diagnose and resolve complex issues, coordinate with global centers, and maintain secure remote service infrastructure.

The role requires 5–8 years of engineering/technical support experience and a solid background in network and industrial cybersecurity.

Qualifications

• Degree in engineering (Instrumentation, electronics or similar).
• Knowledge of Yokogawa DCS, ESD and Asset manager; network concepts and OT security.
• 5–8 years experience in technical support.
• Experience with large Yokogawa installations; maintenance patches and firewall/L2-L3 switching knowledge.

Responsibilities

• Provide timely and quality technical support to customers in the MEA region.
• Technical assistance for Yokogawa system products; troubleshooting and resolution of customer inquiries.
• Case tracking and KPI management; remote support for first-line issues.
• Execution and maintenance of secure remote service infrastructure.
• Analyse network issues and assist with Ethernet switch configurations.
• Troubleshoot Windows platform issues and network security solutions.

Skills

Analytical skills

Troubleshooting

Adaptability

Team player

Interpersonal skills

Learning agility

Problem solving

Education

Engineering degree

Tools

Yokogawa DCS

Asset Manager

ESD

OT Security

L2/L3 switches

Job description

Not just a job, but a career

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.

Job Purpose - Technical support for Yokogawa products and services. Manage and support all technical support requirements in response Center Middle East & Africa.

• Responsible for providing timely and quality technical support to customers in the Middle East and Africa region.
• Technical assistance for Yokogawa system products like Centum VP, ProSafe-RS, and subsystems Call handling, troubleshooting, investigation, analysis, testing, and resolution of troubles or nonconformities reported from customer sites. 3. Delivering customer-centric solutions with close coordination with functional experts Troubleshooting and maintenance of cyber security solutions at OT infrastructure Liaising with functional technical centres and escalations for delivering timely and quality solutions for customer inquiries Handling of core service functions like warranty, service notes, and service information.
• Case tracking and KPI management Remote support to customers and internal service engineers for the first line of support.
• Execution and maintenance of secure remote service infrastructure.
• Analyse network issues by assisting engineers in switch configurations for Ethernet sniffing and SPAN and RSPAN configurations.
• Troubleshoot Windows platform issues by analysing Windows dumps, application crashes, memory leaks, etc. Support for network security solutions like anti-virus, Windows updates, Active Directory, whitelisting, etc.
  

Qualification & Experience

• Degree in engineering (Instrumentation, electronics or similar).
• Good knowledge of Yokogawa DCS, ESD and Asset manager is a must. Good knowledge in network domain concept, application deployment, OT security applications and system in the network Prior proven experience in service of Yokogawa products.
• Experience in technical support and familiar with relevant processes and workflow. Overall experience of 5-8 years.
• Proven Work experience in large Yokogawa installation base customer site Maintenance knowledge of BR,OS/AV application patches and Hands on Configuration / knowledge of Firewalls & L2/L3 switches
  

Skills

• Good analytical skills in troubleshooting and investigation of complex issues reported from site.
• Adaptability and quick learner of various products and technologies in the instrumentation and control systems domain Passion for customer support. 3. Listening skill with can-do attitude Good co-ordination and interpersonal skills. 3. Good and effective team player and proactive approach to all situations Familiar with maintenance procedures of IA systems at industrial automation facilities.
• Past Proven experience in problem solving with high morality of the customer
  

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.

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