Lead Technical Support Specialist
About the role
The organization operates within the power generation control systems industry, focusing on providing advanced technical support and remote diagnostic services to maintain operational efficiency of global power generation assets. It addresses the challenge of rapid technical intervention by leveraging remote connectivity tools to ensure continuous service and performance for a worldwide fleet.
The LEAD TECHNICAL SUPPORT SPECIALIST role is central to delivering engineering-grade remote technical support for power generation control systems. This position is responsible for troubleshooting complex control system issues via secure remote connectivity, acting as a critical technical liaison between customers and internal teams, and ensuring service delivery aligns with global 24/7 responsiveness standards.
Responsibilities
- Provide advanced diagnostics and resolution for power generation control systems remotely.
- Engage professionally with global customers and regional teams to guide operations during critical events.
- Take ownership of case metrics and key performance indicators.
- Develop and improve technical documentation and remote resolution processes.
- Facilitate knowledge sharing and peer coaching within the technical team.
- Serve as a bridge between remote diagnostic services and other internal functions.
Requirements
- Bachelor’s Degree in Electrical Engineering, Controls Engineering, Automation, or related technical field.
- Minimum of 5 years' experience with power generation control systems.
- Hands-on experience with MKVIe Controls, Excitation systems, and static starter systems.
- Proven remote troubleshooting expertise for complex control systems.
- Availability for global coverage rotation supporting 24/7 service.
Pay
Salary range between $91,400.00 and $152,200.00, with geographic differential adjustments. Eligibility for discretionary annual bonus.
Benefits
- Medical, dental, vision, and prescription drug coverage.
- Access to 24/7 nurse-based health coaching and Employee Assistance Program.
- 401(k) retirement plan with company matching and contributions.
- Tuition assistance and adoption assistance.
- Paid parental leave and disability benefits.
- Life insurance, 12 paid holidays, and permissive time off.