Customer Support Engineer

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, Pro Safe-RS, and subsystems: call handling, troubleshooting, investigation, analysis, testing, and resolution of troubles or nonconformities reported from customer sites.
• Deliver customer‑centric solutions with close coordination with functional experts; troubleshooting and maintenance of cybersecurity 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.

• 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  , OS/AV application patches and hands‑on configuration/knowledge of firewalls & L2/L3 switches.

• 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, listening skill with can‑do attitude, good coordination and interpersonal skills.
• 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.