Lead Technical Support Specialist

Essential Responsibilities

• Provide technical assistance, failure analysis, and troubleshooting to channel partners and customers for all Waukesha engine products via phone, email and through the issue resolution system
• Travel to customer sites to provide technical support and troubleshooting
• Create technical reports from the visit
• Focus on customers in power generation/gas compression applications
• Cook back parts from the field for analysis
• Provide technical data and information to channel partners and customers
• Enter quality issues in the QC tools and participate in review meetings
• Drive customer satisfaction through commitment to quality
• Remotely and in-person program engine control units as requested by channel partners for replacements, CM&U upgrades and overhauls
• Utilize remote monitoring to pro-actively identify engine issues and coordinate with channel partners to perform the repairs
• Participate in the root cause analysis process by providing data when requested, attending review meetings and communicating solutions to the field
• Perform Customer Focus Trainings – Training customer accordingly their fleet
• Aid customers in commissioning/startup activities
• Aid in activities related to new product support and CM&U introductions

Qualifications/Requirements

• Engineering Technical Degree from a University or Technical College and minimum of 5 years’ work experience in reciprocating engine/gas compression field OR an Associate degree in related technical field plus minimum of eight (8) years’ work experience in reciprocating engine/power generation/gas compression
• Minimum of 8 years of experience with reciprocating engine technology
• Demonstrated ability to work with a cross-functional teams
• Proven interpersonal skills
• Self-Starter; willingness to work remotely as needed
• Strong Communication Skills
• Commercial sensitivity with a focus on customer needs
• Strong problem-solving skill set