Intelligent Services Engineering Specialist – Compression Technologies & Services (CTS) and is responsible for providing enhanced value to CTS’s customers through ongoing trending and analysis. Reporting to the regional Technical Support manager of a designated product range, this position is responsible for providing support to the CTS service network (Cloud Services), to evaluate equipment and system performance and provide recommendations to the customer to resolve issues and improve performance. This individual will be a key person in shaping our strategy for future generation Remote Monitoring product.
Supporting Technical Training as a subject matter expert and leveraging technology, to maximize customer satisfaction, loyalty and retention to assure company business goals are achieved. This role collaborates with other regional Technical Support teams and enables capability between regions.
The Engineering Specialist supports CTS remote monitoring and is expected to have good knowledge of compressor systems and operations in order to provide expert advice on how to improve operations through operational changes, controls optimization and system upgrades. Specialists in this role will need to apply basic electronic theory, control system principles.
Develop current Remote Monitoring program strategy and lead through the evolution of the product deployment (including launch of the next generation)
Actively explore new technologies and generate new ideas for work simplification and process redesign
Research and identify better alternatives for our customers
Conduct readiness assessment and develop tools and training for Service Tech
Develop Global Multi-media technical solution authoring and deployment
Use data and trends available through CTS Monitoring Management Services to monitor and evaluate compressor system performance for CTS Service Agreement customers. Provide recommendations to the CTS Account Managers, Account Engineers and Customers on actions to be taken to resolve issues and improve system performance. Prepare professional documents to describe findings and recommended actions using Alarm / trip history, charts, graphs, detailed written explanations for Care Agreement customers.
Communicate results of remote diagnostics and analysis to customers and facility engineers as needed
As a key decision driver of the program, address conflict or opposing opinions and maintain a professional and cooperative temperament with Senior Leadership Team members, key internal and external customers
Based on the data gathered, make modifications to remote programming as needed
Participates in the activities of global expertise network leaders to drive TechDirect knowledge management execution; improve technician effectiveness with faster access to solutions and knowledge base.
As an SME of the Remote Monitoring program,
Provide high level review of consistent issues that needs to be problem solved for opportunities for NPD projects, identify defects and work with cross-functional team to resolve
Monitor and, as required, respond to control system alarms and trips that are not resolved by service technicians
Engage in New Product Development activities such as design and reliability, field trial testing / feedback, field upgrades training / technical support capability of new technology.
Provide technical support for the field support organizations (IRCC's and Distribution) and directly to customers as required via phone, emails and customer site visits. Support contact management capability for interaction with channel field technicians in support of resolving complex product and system issues impacting our customers.
Provide problem solving in a technical support role. Load repetitive quality / reliability issues into Quality, Reliability, Management, System Air (QRMSa)
Compile technical field service bulletins, Tech Notes, fault trees and troubleshooting guides to ensure field personnel have access to latest updates / reference data. This includes contributing to the Knowledge Base to improve field connectivity and effective troubleshooting, through all modes of multimedia.
Analyzes, diagnoses, and repairs direct digital control systems remotely.
Provide training for Service Techs though class room on-line and face to face customer site training.
Provide remote assistance for on-site installation and set-up, anticipating difficulties and providing service suggestions for on-site work.
Set-up, maintain and make control system adjustments utilizing knowledge of the various CTS systems and equipment.
Communicate with peers, Engineers, Operations and Management to understand product specifications and root causes of issues.
Provide system administration for new site locations as required
Provide system administration to enable new field Tech’s
Bachelor of Science degree or global regional technical equivalent.(e.g. N3)
North America-United States-North Carolina
Davidson NC 800D Beaty St 800-D Beaty Street Box 1840 DAVIDSON 28036
Dec 5, 2017, 8:24:19 PM