Baker Hughes Lead Technical Support Specialist in BILLERICA, Massachusetts
Baker Hughes is an equal opportunity employer, offering a great work environment, challenging career opportunities, professional training and competitive compensation.
As a Lead Technical Support Specialist for Baker Hughes’ Flow, Gas & Moisture product business, you are responsible for daily support of all activities associated with the assigned job scope. This includes owning and driving to resolution all customer break / fix support activities which have been initiated by customer email, phone call, case management system and escalation from field, sales, partner and product management teams.
Sound troubleshooting, communication, and escalation practices will always be adhered to.
In the role of Lead Technical Support Specialist, you will:
Use of Technical Support tools including but notlimited to phone, email, Salesforce, skype, 8x8 IP Telephony platform,TeamViewer remote access software, GE BOX
Proactively interface between and work acrossall functions of the company and our customers concerning technical,operational, and EHS challenges as applicable to any assignment
Safe and compliant performance of all activitiesin line with the company’s and our customer’s environmental health and Safety(EHS) guidelines and procedures
Uncompromising integrity to ensure 100%compliance with regulatory and company rules and requirements
Maintaining a strong customer relationshipthrough a positive, proactive, and professional approach
Advanced troubleshooting including use ofoscilloscopes, Vitality, Panaview
Collaboration with Product teams in productdevelopment and launch activities • Defect reproduction and prioritization
Technical Support related program ownership andorganization
Technical documentation including KB, technicalsupport bulletins and newsletterarticles
Representing customer issues and advocating ontheir behalf to Product teams, • Creating effective service procedures,policies and standards,
Representing Customer and Technical Supportteam’s interests with specific technology tools used by the Technical Supportincluding Salesforce, 8x8 phone system, SAP, Oracle, Teamviewer, shared filesystems and databases, Warranty and concession workflow approvals
Provides training to lower level supportengineers and mentor new staff members
Bachelor Degree from an accreditedcollege or university
Minimum 3 years of service experience in oil& gas, power, heavy equipment or automation & controls
Bachelor's Degree in Business from an accredited college or university
Previous experience in Oil & Gas industryand / or extensive experience in a high-pressure technical working environment
Demonstrated trouble shooting, problem solving,decision-making and time management skills
Excellent interpersonal and organizationalskills and ability to work with both internal and external customers whilemaintaining a can-do positive attitude
Excellent communication skills with the abilityto explain potential solutions to customers’ issues in a clear and concisemanner using phone, email, skype and other remote support tools
Strong desire to further develop and sharetechnical knowledge in self and with others
Strong Computer skills including operatingsystems and standard office software
Able to understand and use complicatedelectrical and mechanical drawings in a working environment
Strong familiarity with flow, gas and moistureequipment theory, specifications and procedures
Field proven experience in trouble shootingloop, wire, and function checks of a control system.
Awareness of all industry related requiredSecurity and Safety Clearances and Certifications
Good presentation skills
- Billerica, MA
This is your opportunity to learn more, do more, live the career you have imagined and be part of a truly diverse organization.
Baker Hughes is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other characteristics protected by law. Learn more at https://www.eeoc.gov/employers/upload/posterscreenreader_optimized.pdf
Title: Lead Technical Support Specialist
Requisition ID: 1930040