Technical Account Manager – Customer Support Engineer

A Snapshot of Your Day

Engage in a dynamic and quick-growing industry that empowers tomorrow’s future by aiding us to support complex field corrections and maintenance dispositions for our North American fleet of wind turbines. The Engineer will oversee coordinating “assigned” customer’s technical issues for disposition through the Operational Engineering disciplines. The engineer will also present status and resolution at customer business reviews and be the main focal point for the Operations team. A successful candidate demonstrates a good grasp of knowledge and principles of field of specialization and applications and should be able to articulate successful completion of assignments. A successful candidate must also be able to demonstrate how one applies knowledge of fundamental concepts, practices, and procedures of area of specialization. Additionally, the successful candidate is expected to support with other responsibilities like sales support activities, technical project management (for major cases).

How You’ll Make an Impact

• Lead Technical Coordination for assigned key customers. Coordinate technical discussions for remaining customers as assigned.
• Support the region operational engineering team by providing feedback of customer relation.
• Support the region operational engineering team by being the focal point for all pre-sales support cases and requests.
• Support regional customer service engineering head with customer corporate forums (customer technical forums, quarterly business reviews… etc.) or coordinate experts’ support as needed.
• Prepare and assist to customer meetings (face to face or conference call, video) when requested and agreed to lead on priority topics.
• Escalate through the support process and standard tools the customer issues that require resolution.
• Coordinate with other customer support engineers to share customer experience and issues (common issues, customer communications).
• Coordinate the immediate generation of customer technical responses to issues escalated to the second level when possible.
• Review and communicate to the commercial counterpart customer technical reports or scopes for quote.
• Coordinate with presales team within customer service engineering and help facilitate or support customer discussions on aftermarket projects.
• Ensure coordination and alignment on global issues. Align technical messages to be deliver to the customers. Regional technology, global technology, and software solutions (where applicable) are aligned with the same technical messages.
• Coordinate with SCADA technical account manager to ensure SCADA technical topics from customer are addressed.
• Stay coordinated with the Global Technical Account Manager (where one is assigned to that account) on critical issues although initially were not so considered and provide feedback of experience available worldwide.
• Expected travel up to 10% to customer meetings and conferences.

What You Bring

Typically BS in electrical/mechanical/aerospace discipline. Advanced (Masters) degree MAY be substituted for experience, where applicable.

• 8+ years of wind engineering working experience – product development, engineering, service operational engineering.
• Previous experience in cross functional and international teams.
• Have cross-disciplinary understanding of wind turbine sub-systems.
• Customer management experience in some capacity (directly or in support role).
• Experience in technical / engineering support to customers.
• Ability to work and thrive independently and in a team environment.
• Excellent communication (written and verbal) and presentation proficiency.

Preferred Knowledge/Skills, Education, and Experience

• Project Management Professional Certification
• Multi-lingual – English(required)/Spanish/Portuguese

About the Team

North America technology team is the engineering function within the region North America onshore Business area within the Wind Power Business Unit of Siemens Energy. It’s a well diversed engineering team supporting the entire life cycle of a wind power plant – from presales phase to end of life technical support.

Who is Siemens Energy? 

At Siemens Energy, we are more than just an energy technology company. We meet the growing energy demand across 90+ countries while ensuring our climate is protected. With more than 94,000 dedicated employees, we not only generate electricity for over 16% of the global community, but we’re also using our technology to help protect people and the environment. 

Our global team is committed to making sustainable, reliable, and affordable energy a reality by pushing the boundaries of what is possible. We uphold a 150-year legacy of innovation that encourages our search for people who will support our focus on decarbonization, new technologies, and energy transformation. 

Find out how you can make a difference at Siemens Energy: https://www.siemens-energy.com/employeevideo 

Our Commitment to Diversity 

Lucky for us, we are not all the same. Through diversity we generate power. We run on inclusion and our combined creative energy is fueled by over 130 nationalities. Siemens Energy celebrates character – no matter what ethnic background, gender, age, religion, identity, or disability. We energize society, all of society, and we do not discriminate based on our differences. 

Rewards/Benefits 

• Career growth and development opportunities 
• Supportive work culture and a healthy work- life balance 
• Flexible work environment with flex hours, telecommuting and digital workspaces. 
• Competitive total rewards package 
• Flexible benefits and savings programs 
• Rewarding vacation entitlement
• Parental leave 
• Profit sharing 
• Contribute to our social responsibility initiatives 
• Diversity and inclusivity focused 

Jobs & Careers: Home – English jobsnear.org Canada jobsnear.org Siemens Energy Canada (siemens-energy.com) 

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