Previous Job
Previous
GEOG - Engineering Technician I
Ref No.: 18-03259
Location: Longmont, Colorado
Start Date / End Date: 06/04/2018 to 06/03/2019
Description:

Manager would like to see candidates with Controls background – PLC, Hydraulics, Pneumatics etc.


ROLE SUMMARY:
The Front Line Technical Support Phone & Inbox requests from our global customers. The Process Lead will own the following processes, but not limited to:

- Technical Support Inbox & Phone Management & Admin
- Tier 1 Technical support – manage multiple cases
- Warranty Determination per QMS process
- ER, COF, RMA, FA process compliance
- Manage and track return of all COF return parts
- Manage process to return (for credit) all returned parts.

ESSENTIAL FUNCTIONS (RESPONSIBILITIES):
Ownership of our customer requests both (internal & external while working within the Client Belief system. Additional essential functions include, but not limited to:
• Manage SFDC (Salesforce) controls connect inbox.
• Phone support using my contractual- customer calls (documenting and logging cases)
• Manage Excel data base for parts return
• Manage GEIP and GEEPI parts return process
• Manage communication for escalation of parts return
• Tier 1 – technical support (minor cases- emergency COF etc)
• Manage data and input for visual management system (large screen TV)

SECONDARY FUNCTIONS (RESPONSIBILITIES):

• Compile & deliver site mobilization package (SMP's) in support of outages
• Track SMP OTD for Monthly Report out
• Track Demobilization packages OTD for Monthly Report out
• Effectively Escalate incomplete packages and drive timeline Issue Resolution.
• Strong customer service experience, focus on customer satisfaction NPS.
• SMP & Demobilization QMS Work Instruction Process owner.


QUALIFICATIONS/REQUIREMENTS:



- 2Yr associate degree from an accredited university/college (or a high school diploma / GED w/3yrs experience
- Very strong communication skills – Both internal and external customers.


DESIRED:
• Ability to identify and drive process & product improvements
• Bi-Lingual – Spanish (preferred - not a requirement)
• Controls background – PLC, Hydraulics, Pneumatics etc.
• Ability to assist technical support and product service engineering groups
• Client Gas Turbine, Client Steam Turbine and BOP knowledge
• Familiarity with long-term parts and services contracts
• Field Engineering Program (FEP) or other Technical experience
• SAP – (Basic knowledge of system i.e. -J20N, BOM, Financials etc.

• SAP/PLM (Easy Document) – Drawing Systems Archive Knowledge

• FSRR Process (In depth knowledge of site mobilization and demobilization process)

• Service Now- Client (System knowledge and navigation)

• Controls Connect- System knowledge, navigation, and continuous improvement
• Proficiency with computer tools (Excel/Word (proficient in Microsoft products) i.e.: spread sheets, word documents)
• Strong interpersonal skills.
• Strong business acumen and ability to drive overall solutions/rigor to meet customer needs
• Green Belt- Black Belt (Internal/external)
Does the position allow for the worker to be virtual/remote?
No
Shore Options Available for this Position
Onshore Only
Hours per Day 8
Hours per Week 40
Total Hours 2,088.00