LEAD TECHNICAL SUPPORT ENGINEER
Baker Hughes
- Coimbatore, Tamil Nadu
- Permanent
- Full-time
- 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.
- 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.
- 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
- 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