Digital Technology Senior Team leader - End User Support Engineering

Job description

Lead Cordant Technical Support Engineer   Are you an experienced Lead Cordant Technical Support Engineer looking for a new role? Would you like to be a part of successful team? A technical role responsible for Post Sales support of Cordant and Bently Nevada products and Services. This can include technical support for customer requests, remote help, field services, or other service requests.  Support to be delivered primarily via email/web/remote services, telephone, or teleconference. This role contributes to the effectiveness and growth of our IoT products and Technical Support team by providing technical assistance using deep technical expertise.  Role Summary:   Baker Hughes has an opening for a Technical Support Specialist located in India.  As a Bently Nevada Lead Technical Support Specialist for Baker Hughes, you will be tasked with providing complete customer support and resolution of post-sales technical issues.  This includes active, online system troubleshooting and issue resolution for Cordant and Bently Nevada hardware, software, Cloud computing, IoT, and services products.  The Bently Nevada Technical Support (TS) centers are located strategically to provide support to customers around the world. TS provides expertise through their knowledge of the products and close relationships with technical supporting staff.  They are our face to the customer when customers are looking for technical support and issue resolution.  Bently Nevada’s TS 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 Specialist, you will:  • Treat all HSE topics and Safety as top priority.  • Provide strong customer value delivery.  • Focus, Develop and execute technical support strategy associated with all Bently Nevada hardware and software products.  • Work hand in hand with Sales, Services, and Engineering to solve complex technical issues.  • Utilize SFDC case logging tools to ensure proper case tracking and timely case closure.  • Development of Cordant and Bently Nevada Technical Support Knowledge Base.  • Present technical subjects to varied audiences including customers technical expert.  • 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.  • 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.  • Excellent written and verbal communication skills to convey technical concepts to business and technical personnel.  • Complete documentation of findings / recommendations. Create, review, and interpret technical reports (Knowledge Base).  • Assess site Safety and work per BH Health, Safety and Environmental Policies  • Drive customer satisfaction through commitment to quality  Eligibility Requirements:  • Travel 10% of the time to visit customers, as required.  • Possess a valid driver's license and passport (or able to obtain a passport).  • Bachelor's Degree in in STEM Field (Science, Technology, Engineering, Math) from an accredited college or university (associate degree in a STEM field from an accredited college or university with 6 years of experience or equivalent.  • Ability to obtain certifications needed for customer site entry if needed.  • Strong written and verbal communication skills to convey technical concepts to business and technical personnel in English Language.   Desired Characteristics:  • Demonstrate confidence and assurance dealing with people.  • Self-starter with minimal supervision requirements; able to work independently; ability to prioritize, organize work, and meet deadlines.  • Ability to set/meet aggressive targets and work under stressful working conditions.  • Experience working under stressful working conditions.  • Strong computer skills; both Hardware and Software, operating systems, plus modern office skills.  • Experience with Networking devices, protocols, IoT, and cloud computing.  • Knowledge of industrial plant machinery operation and controls systems.  • Machinery Knowledge (Steam Turbine, Compressors, Gas Turbine, Pumps, Motors).  • Industry Process knowledge (Power Gen, LNG, Fertilizer, Ethylene, manufacturing…) Knowledge of machinery protection and management systems  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 peopl