Engine Technical Support Engineer

Overview

As an Advanced Technical Support Specialist at INNIO, your main task is to solve customer requirements and problems at the customer site, reacting to malfunctions and, where possible, planning measures to avoid downtimes. This role requires stringent project management with close collaboration with all internal teams and external distributors to optimize customer value and position INNIO as a first-class service partner.

Your Responsibilities

• Comprehensive fault acceptance and rectification by telephone / system and remote data transmission using the existing database system, with prompt recording of a technical problem and a clear, unambiguous description of the issue (Level 2 training record).
• Forwarding a clearly defined and structured problem description, considering the customer’s and technician’s point of view, for further troubleshooting by the service organization.
• If technician intervention is necessary, assign it to the region’s customer service via the system.
• Independent coordination of service technicians on call outside business hours.
• Optimize troubleshooting rate with instant access to engine data and alarms (MyPlant).
• Provide feedback to service centers, project management, quotation team, application and technology by communicating with service technicians, partners, contractors and customers.
• Support proactive monitoring (MyPlant) of specific plants.
• Regular preparation and collection of data on emerging problems.
• Control software error analysis and implement necessary changes for troubleshooting.
• Participation in shift and on-call work.
• Identify training requirements independently to ensure an up-to-date level of knowledge about products, systems and processes.
• Field service activities (several times per year) to ensure practical relevance.
• Ensure compliance with EHS and compliance guidelines.

Your Profile

Seniority level

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