Customer Support Engineer

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September 26

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Switzerland Global Enterprise

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B2B • eCommerce • Export

Switzerland Global Enterprise is a national platform that provides support to companies in Switzerland to promote their products and services in international markets. The organization offers various services including market entry advice, networking opportunities, and information on trade regulations, helping Swiss businesses to successfully expand and thrive globally.

51 - 200 employees

Founded 1927

🤝 B2B

🛍️ eCommerce

📋 Description

• Proactively engage assigned customer(s) to identify current and potential issues and align/lead actions to address them. • Provide engineering leadership and support for forced outages, customer issue escalations, root cause analyses (RCAs), customer technical projects, and customer meetings. • Support technical scope planning for outages, working with OFS, regional ITR teams, and customer; oversee the implementation of TILs and CM&U scope into outage schedule and proactively identify and mitigate technical risks during the outage planning process. • Lead technical initiatives driving fleet performance and reliability, in collaboration with Pole ITR teams, Quality, Product Line, and GPE teams. • Grow the customer relationship into a trusted partnership; understand and act on customer needs at all levels, from flawless outage planning/execution to growth strategies. • Use judgment to make decisions or solve moderately complex tasks or problems in areas of operational/product management, manufacturing, technology or engineering; use technical experience and expertise for data analysis to support recommendations. • Act as a resource for colleagues with less experience; explain difficult or sensitive information and work to build consensus.

🎯 Requirements

• Knowledge level is comparable to a Bachelor's degree in Engineering from an accredited university or college. • 8 years of experience in gas power engineering. • Ability and willingness to travel to customer sites up to ~25%. • Must be authorized to work in the USA without sponsorship now or in the future. • Experience in technical problem solving and project leadership; able to understand, define and delegate technical tasks. • Thermal power plant field service, design engineering, services engineering, operations, customer support, or Operations & Maintenance experience (desired). • Successful track record leading teams in a matrix; ability to influence in all directions. • Experience communicating with executives and other stakeholders, internally and externally, both verbally and in writing. • Experience in customer-facing leadership roles, with demonstrated positive customer outcomes. • Able to quickly identify the critical few priorities and develop action plan; able to manage multiple projects simultaneously and proactively update stakeholders. • Problem analysis and resolution skills; root cause analysis leadership experience preferred. • Strong presentation skills, able to explain technical issues to target groups such as customer management, technical and operations teams. • Able to judge and analyze technical risks with respect to commercial impact and requirements. • Master's Degree in Mechanical or Electrical Engineering (preferred).

🏖️ Benefits

• For U.S. based candidates only, the base pay range for this position is $111,200.00 - $185,400.00 USD per year. • This position is also eligible for a 15% variable performance bonus. • The Company pays a geographic differential of 110%, 120% or 130% of salary in certain areas. • Robust benefits package depending on your employment status and your national requirements. • Our compensation & benefits are designed to reward high performers and help you manage your personal and family needs. • Opportunities to grow your career by providing a path for continued on-the-job learning and development. • Programs that support the way you live and work today (wellness/lifestyle programs referenced). • Inclusion & Diversity initiatives; commitment to fostering an inclusive culture.