DirecciónThe Role
Working closely with the Engineering Team Leader, the Senior Customer Support Engineer will be responsible for providing daily technical assistance to our customers, solutions to various technical matters and support during maintenance activities planning and execution phases.
The Customer Support Engineering team supports the operation and maintenance of OEM Steam Turbines, Gas Turbines, Generators, Control Systems, and Auxiliary Systems at our Customer's sites.
The team is dedicated to providing engineering support during scheduled / forced outages, during day to day operation of the customer's Equipment.
This is done through daily engagement with our customer to ensure the reliability, availability and safety of their operating assets.
In addition, our Customer Support Engineers support our Programme Management, Commercial and Tendering Teams in their business development or existing business expansion goals.
Role responsibilities include :
Customer Support Engineer is responsible for problem resolution for our customers related to gas turbines, steam turbines, generators and relevant auxiliaries.
Being part of multi-disciplinary engineering team, the Senior Customer Support Engineer will have the motivation and flexibility to learn the operational aspects of Gas Turbines, Steam Turbines, and Generators.
Travelling to other Mitsubishi Power sites and customer premises is also expected from time to time.
The Senior Customer Support Engineer is also responsible for assisting the Engineering Manager and wide Engineering Team for various Customer Support Engineering activities.
Other duties include :
- Support the Operation and Maintenance of MHI Gas Turbines, Steam Turbines, Control Systems and Auxiliary Equipment.
- To prepare and write Technical reports, Technical procedures, etc. following the instruction of the Engineering Management Team
- Respond to internal and external customer requests for technical issue resolution, using technical product knowledge and analytical skills while adhering to sound engineering principles, standards, practices and procedures.
- Escalate issues as required acting as the liaison between the field and the design to drive specific technical resolution, identify the root cause and drive corrective actions.
- Establish and maintain relationships with customers to make customer technical issues / requirements understood and addressed in a timely manner.
- Lead and manage root cause analysis for technical issues. Provide technical leadership to personnel supporting project assigned to resolve customer technical issues.
- Document technical data generated by the assigned project consistent with engineering policies and procedures.
- Prepare technical presentations for customers ensuring the timely communication of significant issues or developments.
- Travel to customer locations to support customer technical review meetings.
- To support unplanned / forced outages to meet availability goals.
- Provide commercial teams with technical support for sales and services proposal activities.
- Act as interface between commercial, service and repairs.
- Development of proactive working procedures for future work efficiency
- Communicate effectively with all levels of employees.
- Maintain the highest degree of honesty and integrity at all times.
- Responsible as Engineer of the company during planned inspections of Gas / Steam Turbines when required.
- Responsible to solve Customer problems ("end" Customer and "internal" Customer) when it is assigned by Engineering department.
- To write and or revise Quality Management procedures as and when requested.
- Participate in proactive team efforts to achieve departmental and company goals.
Person specification
- Bachelor's Degree in Mechanical is preferred with exposure in any areas of Gas or Steam Turbine design, operation, repair, service, installation or commissioning
- Experience in developing and writing specifications and / or proposals.
- Effective customer service skills and strong organizational skills.
- Strong analytical and problem solving ability and adept at communicating with all levels of the organization.
- Proficient technical report writing and communication skills.
- Ability to work in a multidisciplinary team having people with different cultures and nationalities.
- Good knowledge of MS Office suite, including Word, Excel, PowerPoint, simulation software
