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Customer Service Engineer
2 months ago
About the Role
Location
Canada
Company
Siemens Gamesa Renewable Energy Limited
Organization
Siemens Gamesa Renewable Energy
Business Unit
Service
Full / Part time
Full-time
Experience Level
Experienced Professional
A Snapshot of Your Day
As a Technical Account Manager, you will play a key role in supporting complex field corrections and maintenance dispositions for our North American fleet of wind turbines. You will oversee coordinating customer technical issues for disposition through the Operational Engineering disciplines. You will also present status and resolution at customer business reviews and be the main focal point for the Operations team.
Key Responsibilities
- Lead Technical Coordination for assigned key customers.
- Coordinate technical discussions for remaining customers as assigned.
- Support the region operational engineering team by providing feedback of customer relation.
- Support the region operational engineering team by being the focal point for all pre-sales support cases and requests.
- Support regional customer service engineering head with customer corporate forums (customer technical forums, quarterly business reviews... etc.) or coordinate experts' support as needed.
- Prepare and assist to customer meetings (face to face or conference call, video) when requested and agreed to lead on priority topics.
- Escalate through the support process and standard tools the customer issues that require resolution.
- Coordinate with other customer support engineers to share customer experience and issues (common issues, customer communications).
- Coordinate the immediate generation of customer technical responses to issues escalated to the second level when possible.
- Review and communicate to the commercial counterpart customer technical reports or scopes for quote.
- Coordinate with presales team within customer service engineering and help facilitate or support customer discussions on aftermarket projects.
- Ensure coordination and alignment on global issues. Align technical messages to be deliver to the customers. Regional technology, global technology, and software solutions (where applicable) are aligned with the same technical messages.
- Coordinate with SCADA technical account manager to ensure SCADA technical topics from customer are addressed.
- Stay coordinated with the Global Technical Account Manager (where one is assigned to that account) on critical issues although initially were not so considered and provide feedback of experience available worldwide.
- Expected travel up to 10% to customer meetings and conferences.
Requirements
Typically BS in electrical/mechanical/aerospace discipline. Advanced (Masters) degree MAY be substituted for experience, where applicable.
- 8+ years of wind engineering working experience – product development, engineering, service operational engineering.
- Previous experience in cross functional and international teams.
- Have cross-disciplinary understanding of wind turbine sub-systems.
- Customer management experience in some capacity (directly or in support role). Experience in technical / engineering support to customers.
- Ability to work and thrive independently and in a team environment.
- Excellent communication (written and verbal) and presentation proficiency.
Preferred Knowledge/Skills, Education, and Experience
- Project Management Professional Certification
- Multi-lingual – English(required)/Spanish/Portuguese
