LEAD TECHNICAL SUPPORT ENGINEER

Lead Technical Support Engineer

Are you a Technical Support Engineer looking for an innovative change? 

Do you like working in collaborative teams and solving technical problems?

Join our Valves Product Line!

The Lead Technical Support Engineer – Masoneilan and Digital Products will be responsible for providing technical support and warranty resolution for the Masoneilan Control Valves & Digital Instrument products for the Valves business. This role will interface directly with customer and supporting functions including Field Services, Quality, Engineering, Sourcing, Shop Operations and Finance to provide effective and coordinated responses to customer inquiries and claims.

Partner with the best 

In this role, the Lead Technical Support Engineer will 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 resolution of warranty claims and document responses in the pre-defined tracking system, develop and present projects plans/RCA findings/risks and recommendations to senior business leaders.

Partner with the best

As a Lead Technical Support Engineer, you will be responsible for:

• 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 & distributions
• Lead the cross-functional team to complete Root Cause Analysis (RCA) and CAPA
• 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 customer field issues
• 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 and collaborating 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.

Fuel your passion

To be successful in this role you will:

• Have minimum bachelor's degree from an accredited university or college. 
• Have a minimum of 5 years of experience in Technical Support.
• Have strong oral and written communication skills. 
• Have strong interpersonal and leadership skills. 
• Have a demonstrated ability to analyze and resolve problems. 
• Have a demonstrated ability to lead programs / projects.

Work in a way that works for you

We recognize that everyone is different and that the way in which people want to work and deliver at their best is different for everyone too. In this role, we can offer the following flexible working patterns:

• Working flexible hours - flexing the times when you work in the day to help you fit everything in and work when you are the most productive

Working with us

Our people are at the heart of what we do at Baker Hughes. We know we are better when all of our people are developed, engaged and able to bring their whole authentic selves to work. We invest in the health and well-being of our workforce, train and reward talent and develop leaders at all levels to bring out the best in each other.

Working for you

Our inventions have revolutionized energy for over a century. But to keep going forward tomorrow, we know we have to push the boundaries today. We prioritize rewarding those who embrace change with a package that reflects how much we value their input. Join us, and you can expect:

• Contemporary work-life balance policies and wellbeing activities
• Comprehensive private medical care options
• Safety net of life insurance and disability programs
• Tailored financial programs
• Additional elected or voluntary benefits