Customer Support Engineer - Cairo
Customer Support Engineer is responsible for problem resolution for our customers related to gas turbines, steam turbines, generators and relevant auxiliaries.
Being part of multi-disciplinary engineering team, it will be expected to have flexibility to learn gas turbine, steam turbine, and generator operational aspects in addition to primary job responsibilities.
The engineer is also responsible for assisting engineering manager and engineering team for various customer support engineering activities.
Travelling to sites and customer premises is also expected from time to time.
Support the Operation and Maintenance of Mitsubishi & former Hitachi 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 or Engineering Director
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.
Provide commercial teams with technical support for sales and services proposal activities.
Act as interface between commercial, service and repairs.
Development of proactive working procedures for future work efficiency
To participate at the identification and resolution of Technical Non Conformity Reports (NCRs) and Request for Actions documents (RFAs).
Bachelor's Degree in Mechanical is preferred with exposure in any areas of Gas 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, knowledge of Japanese would be an advantage but not essential.