Lead Customer Technical Support

Job Description Summary

Job Description

Success in this role looks like:

Establish yourself as a subject matter expert by demonstrating your ability to review internal & external customer requests and understand their needs, while working with internal team members to define scope.

• Subject Matter Expertise: Define accurate scope by collaborating with engineering, fulfillment, and sales teams.
• Operational Excellence: Apply a lean mindset to suggest process improvements; utilize data analytics to align with business plans.
• Methodology: Ensure all deliveries adhere to SQDC (Safety, Quality, Delivery, Cost) standards.
• Collaboration: Serve as an indispensable partner to customers through excellent communication and organization.

Who You Are:

• You are someone who brings strong interpersonal skills to achieve cooperation and reach agreement with customers and internal departments. Able to multi-task in a fast-paced environment
• You have experience with MS Office programs with the aptitude to learn additional software packages. Knowledge of SAP & Salesforce preferred.
• You have advanced experience with Incoterms, market pricing and foreign language skills.

Key Responsibilities:

• Proactively develop parts lists during outage pre-planning and pre-bid phases.
• Generate accurate quotations and proposals per established procedures.
• Partner with STMs and suppliers to ensure timely order fulfillment.
• Facilitate communication to resolve technical issues and handle invoice/warranty disputes (NCRs).
• Maintain accurate sales forecasts and opportunity pipelines in CRM (NEX).
• Coordinate with Part Sales Manager, Repair Sales Managers and Field Engineers to support integrated service solutions.

Basic Qualifications:

• Bachelor’s degree in engineering
• Demonstrated background in application engineering or customer service, OR expertise in Steam Turbine Technology.

Desired Characteristics:

• Proficiency in SAP/Salesforce, familiarity with RPDM/ERP/PLM systems, and strong commercial acumen (Incoterms/Market Pricing)
• Ability and willingness to collaborate across multiple time zones, including flexibility to adjust working hours as project needs require.
• Commercial and/or field engineering background.
• Familiarity with computer systems (RPDM, ERP, PLM. Pmax, sBOM).
• Demonstrated computer skills (Excel, PowerPoint, Word. Outlook).
• Willingness to work independently (after proper training) and be a self-starter.
• Strong verbal and written communication skills.
• Customer service experience
• Integrative team working style

Additional Information

Relocation Assistance Provided: No