Lead Technical Support Specialist

Description

• Provide excellent 1st to 3rd level troubleshooting support for customers and partners.
• Deliver hands-on engine maintenance and foster customer networks through regular service events and stakeholder engagement.
• Set up and drive customer-focused issue resolution for both common and unplanned service events from first contact to case closure including field technician dispatching briefing debriefing and implementation of lessons learned.
• Share process responsibility for the Premium Service End-to-End process both onsite and remote to improve customer satisfaction.
• Establish and grow a common culture within the Technical Support and Field Service team emphasizing global tools processes approaches and responsive communication.
• Work independently on commissioning/start-up maintenance overhaul repairs and troubleshooting of Waukesha Gas Engines and supplied packaged accessories (generators low & medium voltage gas supply controls PLC controllers).
• Collaborate with distributors/customers to evaluate pre-commissioning checklists for completion and accuracy.
• Drive open items to conclusion within identified timelines and track critical quality issues during start-up/commissioning overhauls repairs upgrades and maintenance works.

• Degree in Electrical or Mechanical Engineering or local equivalent.
• Strong customer service mindset with excellent communication support and empowerment skills.
• Minimum 5 years experience in a technical role or extensive experience with issue resolution exposure within (Field-) Service.
• Technical attitude complemented by strong business acumen.
• Willingness to travel worldwide (60%).
• Fluent in English both written and spoken.
• Team player with a multi-cultural working mindset.
• Able to work efficiently without direct supervision.
• Preferred: multiyear working experience with Waukesha gas engines in the field operational & commissioning all engine types.