Location(s): United States; Texas, Wisconsin; Waukesha, Houston, Remote
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Role Summary: The Lead Technical Support Technologist will be responsible for assisting end customers, distributors and OEM's in troubleshooting, failure analysis, warranty, start-ups and on-site training, as required to meet the customers' needs. The key focus for this position is supporting engineering on the Jenbacher Type 6 product.
Essential Responsibilities: As the Lead Technical Support Technologist, you will:
Provide technical support / resolution to Jenbacher engine customers and channel partners in North America, South America and Canada
Support the development of GE channel partners in the region with respect to technical competences, methods and site activates
Submit detailed reports concerning inspections, service work, failure analysis, and regional activities
Lead technical meetings in the North American region with customers and channel partners to address business critical technical issues and corrective / preventative actions
Support Root Cause Analyses and site investigations of equipment issues / failures and present findings to the channels and customers
Attend conferences, seminars, etc., as the America’s technical Support representative
Take ownership of ServiceNow cases either remotely or on-site and bring them to final resolution
Involve / escalate cases as needed with limited or no supervision
Perform duties in compliance with all applicable departmental and divisional quality procedures and work instructions
Communicate fleet and product issues to the engineering teams, commercial teams and product line managers to identify new opportunities
Drive customer satisfaction through commitment to quality
Bachelor’s Degree from an accredited university or college in Mechanical or Electrical Engineering (or a High School Diploma / GED with a minimum of 4 years of experience in a support or maintenance engineering position)
Minimum of 5 additional years of experience servicing and troubleshooting internal combustion engines and/or power generation equipment
Minimum of 3 years of experience servicing and troubleshooting Jenbacher internal combustion engines
Ability and willingness to travel 40-50% (ability to travel within Canada and the Americas)
Prior experience in a customer facing role
Able to use MyPlant for troubleshooting and analytics
Be familiar with Jenbacher software (XT4 or XT3)
Currently or ability to become Jenbacher level 3 certified
FTB – Basic Field Technician training
FTA – Advanced Field Technician training
MR6 – Maintenance and repair training for Type 6
CT1 – Commissioning training level 1
CT2 – Commissioning training level 2
Ability to drive change in a challenging business environment
Strong analytical, commercial acumen, and contractual awareness
Strong computer and analytical skills
Strong interpersonal skills with customer, peers, team members
Ability to work across organizational boundaries and to work in cross-functional and cross-regional teams
Demonstrated solid communicator - written and oral
Knowledge of Microsoft Office (Word, Excel and Power Point)
Demonstrated accuracy and thoroughness
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Locations: United States; Texas, Wisconsin; Waukesha, Houston, Remote
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