Customer Support Engineer

Summary

Working closely with the Engineering Team Leader/Manager, the Customer Support Engineer (CSE) 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

The Customer Support Engineer is responsible for problem resolution for our customers related to Steam Turbines, Gas Turbines, Generators, and relevant Auxiliaries.

Being part of multi-disciplinary engineering team, the Customer Support Engineer is expected to 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.

• 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 Manager 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 issue.
• 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.

Who are we looking for?

• 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
• Fluency in business English