As a 100% Employee-Owned company, Robert E. Mason & Associates, Inc. believes our Associates are the foundation of both our customers’ and our success. Our strong company culture, and belief in continued investment in our Associates, has helped us realize long Associate tenures, as well as long lasting relationships with our customers. Under the Robert E. Mason & Associates, Inc. umbrella there are two divisions: R.E. Mason and Apperture Solutions.
R.E. Mason is an Emerson Impact Partner covering North Carolina, South Carolina, and Virginia. Emerson is the global leader of process systems and solutions. R.E. Mason provides industry-leading process equipment and service for process control, automation, safety, and reliability. The industries served include Chemical, Pharmaceutical & Life Sciences, Power & Utilities, Food & Beverage, and Pulp & Paper.
Apperture Solutions is a technology independent, professional consulting, and implementation services firm. Apperture Solutions offers Data Enablement, Production Optimization, Operations Management, and Other Value-Added Services. Apperture Solutions partners with other providers to offer our customers the technologies and solutions that fit their needs.
What R.E. Mason Offers Associates:
R.E. Mason is a 100% employee-owned company that offers a comprehensive, industry leading benefits package to all eligible Associates:
- Participation in the Employee Stock Ownership Program (ESOP)
- Retirement plan, including a Safe Harbor contribution
- Medical / Dental / Vision Insurance
- Employer paid Life Insurance and Long-Term Disability Insurance
- Generous paid leave options that include vacation time, sick leave, personal leave time, R.E. Mason Way Half Day, paid Jury Duty, and paid Bereavement Leave
- Paid Parental Leave
- Paid company holidays
- Career Development Program
- Retirement and Financial Wellness program
- Employee Assistance Program (EAP)
- Alternative/Hybrid Work Schedules
General Description
The successful candidate will be a significant contributor on our Frontline Support Team.
The Senior Frontline Engineer is responsible for fielding support calls from customers during process startup and routine production. The Frontline Engineer serves as the first line of defense for customers and helps troubleshoot problems with Emerson DeltaV DCS and related systems.
The Senior Frontline Engineer ensures that commissioning or production delays are minimized by interfacing with customers' operations personnel to diagnose and solve a range of automation issues. The Senior Frontline Engineer has adequate process knowledge to determine when issues are not automation related, to communicate actions clearly to operations personnel, and to ensure that troubleshooting actions do not impact production.
The Senior Frontline Engineer communicates troubleshooting findings clearly and accurately to customers' automation personnel for use in developing permanent solutions to problems. The Senior Frontline Engineer has the opportunity for cross-training in Manufacturing Execution Systems (MES) and DeltaV Lifecycle support.
In addition to the above, the Senior Frontline Engineer assists in the training of junior team members. The Senior Frontline Engineer is available to answer technical questions, disseminate process knowledge, and mentor the junior engineer in personal skills related to customer service.
The Senior Frontline Engineer works a rotating shift schedule to ensure customers have real time access to support. The Senior Frontline Engineer works 100% remotely provided there is high-speed internet access and the ability to answer support calls in a timely manner.
Specific Responsibilities
- Field time-critical support calls related to DeltaV DCS, MES interfaces, and related systems
- Communicate with operations personnel to understand the scope of a problem, and relay necessary troubleshooting actions
- Identify and troubleshoot batch recipe issues within the DeltaV DCS system
- Identify and troubleshoot issues within MES interfaces
- Identify and troubleshoot issues related to system hardware, software, network, and instrument bus technologies
- Generate accurate and concise call logs for tracking and change management purposes
- Work independently, remotely
- Work a rotating shift schedule
- Facilitate the development of junior resources