Digital Products Technical Support Engineer

Baker Hughes
Published
September 1, 2019
Location
Jacksonville, FL
Category
Job Type

Description

Role Summary/Purpose

The Technical Support Engineer Digital Product will be responsible for owning and responding to the designated customer/channel partner technical support and warranty activities for the Flow & Process Technologies business.  This role will interface with other functions including Field Services, Quality, Engineering, Sourcing, Shop Operations and Finance to provide effective and coordinated responses to customer inquiries and claims.  In this role, the Technical Support Engineer work together with a team of other Technical Support Engineers and Warranty Coordinators to provide a consistent level of customer support, be accountable to manage their assigned cases, support the mitigation of warranty exposure and document responses in the pre-defined tracking system.

Essential Responsibilities  

In the role of Technical Support Engineer Digital Product, you will\: 

  • Address and respond to customer technical queries, warranty claims, root cause evaluations, business Top Issues and other Customer Issue Resolution cases
  • Identify and recommend replacement parts and/or repair techniques to resolve customer/channel partner claims
  • Support the Engineering function with Technical Information Letter (TIL) evaluations
  • Lead the cross-functional team to complete Root Cause Analysis (RCA) and CAPA
  • Develop action plans to anticipate and respond to customer/channel partner problems with the Flow & Process Technology products
  • Provide technical guidance and troubleshooting support for customer/channel partner product issues and failures
  • Assure documentation developed in response to a customer/channel partner inquiry is consistent with global standards and supports future tracking/trending of issues and sim-to case reviews
  • Monitor and communicate the status of technical cases, issue resolution and RCA investigations
  • Build and maintain strong relationship with Field Services, Quality, Engineering, Shop Operations, Sourcing and Finance team to ensure engagement by all partied when needed to respond to customer cases
  • Monitor and drive mitigation of the warranty exposure to the business through proper claim management, investigating root causes and verification against commercial contracts
  • Monitor and document activities in Service Now and askFP&T online tools
  • Drive a culture of change, support systems and process integration efforts and initiatives for continuous improvement 

Qualifications/Requirements 

  • Bachelor's Degree in Engineering from an accredited college or university
  • Minimum 5 years of experience in troubleshooting valve products and valve performance 

Eligibility Requirements 

  • Work overtime, as required
  • Travel 20% of the time to customer sites or internal factories/shops 

Desired Characteristics 

  • Demonstrated ability to participate in programs, initiates or projects including ability to follow procedures, document process flows, provide input to critical metrics and dashboards
  • Hands on experience with valve repairs, assembly and/or engineering design
  • Root Cause Analysis (RCA) trained and/or certified
  • Interpersonal skills and service mentality needed to interact with and provide technical support to customers/channel partners
  • Ability to work a flexible schedule coincidental with manufacturing, global locations and hourly internal constituents
  • Driven to meet delivery schedules and total cycle time goals
  • Demonstrated problem solving and creative skills, ability to exercise sound judgment and make decisions based on market and client trends go beyond the status quo
  • Six Sigma Black Belt, Green Belt or equivalent certification 

Location 

  • Foxborough, MA; Jacksonville, FL 

This is your opportunity to learn more, do more, live the career you have imagined and be part of a truly diverse organization.

Baker Hughes, a GE company is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other characteristics protected by law. Learn more

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