Lead Cordant Technical Support Engineer
Role Summary:
Baker Hughes has an opening for a Technical Support Specialist located in Pune, India. Other locations around Asia-Pacific will be considered.
As a Lead Technical Support Specialist for Baker Hughes, you will be tasked with providing complete customer support and resolution of technical issues.
This includes active, online system troubleshooting and issue resolution for Cordant hardware, software, Cloud computing, IoT, and services products.
The Technical Support (TS) centers are located strategically around the globe to provide support to customers world-wide. TS provides expertise through their knowledge of the products and close relationship with technical supporting staff. They are our face to the customer when customers are looking for deep technical support and timely issue resolution.
Technical Support is a key pillar to our organization as it is typically the first line of defense to all customer and product related issues.
Essential Responsibilities:
In the role of Lead Technical Support Engineer, you will:
• Treat all HSE topics and Safety as top priority.
• Provide strong customer issue resolution with all available resources, your technical expertise and cross collaboration with your global peers and sustaining team.
• Focus, Develop and execute technical support strategy associated with all hardware and software products.
• Work hand in hand with customers, sales, services, and engineering to solve complex technical issues.
• Utilize modern case logging tools to ensure proper case tracking and timely case closure.
• Development of Technical Support Knowledge Base.
• Present technical subjects to varied audiences including customers technical expert.
• Diagnose Hardware and Software problems.
• Provide technical direction, and assistance to the customer, user, and other service personnel in the diagnostic and long-term maintenance of Bently Nevada Hardware and Software.
• Complete documentation of findings / recommendations. Create, review, and interpret technical reports (Knowledge Base).
• Drive customer satisfaction through commitment to quality of resolution and timeliness.
Eligibility Requirements:
• Bachelor's Degree in in STEM Field (Science, Technology, Engineering) from an accredited college or university (10+ years of practical field, engineering, product sustaining, and/or equivalent experience working with condition monitoring hardware and software solutions).
• Strong written and verbal communication skills to convey technical concepts to business and technical personnel in English Language.
• Strong computer skills; both hardware and software, operating systems, plus modern office skills.
• Knowledge of industrial plant machinery operation and controls, DCS, SCADA, machinery protection, management and condition monitoring systems.
• Experience working closely with customers and peers to solve complex technical issues.
• Experience with Networking devices and protocols.
Desired Characteristics:
• Demonstrate confidence and assurance dealing with people.
• Self-starter with minimal supervision requirement.
• Able to work remotely, independently, and to prioritize, organize work, and meet deadlines.
• Ability to set/meet aggressive targets and work under stressful working conditions.
• Excellent time management skills.
• Experience with IoT and modern cloud computing.
• Machinery Knowledge (Steam Turbine, Compressors, Gas Turbine, Pumps, Motors).
• Industry Process knowledge (Power Gen, LNG, Fertilizer, Ethylene, manufacturing…)
• Desire to learn and teach others.
• Strong problem solving skills.
• Team player-working closely with product line, customer experience, services, sales, engineering technology, and other online support teams.
• Excellent written and verbal communication skills to convey technical concepts to business and technical personnel.
• Travel up to 10% of the time for training or to visit customers occasionally as required.
• Possess a valid driver’s license and passport (or able to obtain a passport).
• Ability to obtain certifications (including safety training) for customer site entry if needed.
Locations:
India, Singapore, Vietnam, Thailand, Philippines, Malaysia, Indonesia, Japan, Korea, Australia, New Zealand, and others will be considered.
