Global Service Center

Lifecycle

Global Service Center

Lifecycle

The Global Service Center (GSC) is a large, state-of-the-art facility that serves as the hub of Emerson’s technical support and product expertise. Based in Manila, Philippines, the GSC facility features world-class support equipment and applications.

Service Details

Emerson’s Global Service Center (GSC) has a vast array of equipment that enables GSC engineers to set up and replicate customer issues to quickly and efficiently resolve the most challenging problems. The GSC features extensive problem-verification labs and powerful analytical and information-retrieval tools. The GSC also provides immediate access to technical support on a 24x7x365 basis.

Global resources and 24x7x365 access: Every day, around the clock, GSC engineers are available to provide hands-on, consistent expert technical consultation and remote system diagnosis to Emerson customers anywhere in the world. The GSC maintains a pool of approximately 200 engineers who have communication proficiency in English, Mandarin Chinese, and Spanish languages.

ISO quality and information security certified: GSC follows a consistent set of processes that are ISO certified (ISO9001:2008 and ISO 27001:2013), which moves the organization to improve their tools and capabilities constantly. Management regularly reviews data from systematic customer satisfaction surveys and also tracks and evaluates operational performance metrics.

Management notification and escalation process: A highly effective process has been developed and implemented for rapid resolution of critical situations involving Emerson systems products that potentially impact the safety of customers, the quality of their products or the through puts of their facility.

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