Technical Account Manager - Customer Support Engineer

Technical Account Manager - Customer Support Engineer

About the Role

Location Canada Ontario Oakville Company Siemens Gamesa Renewable Energy Limited Organization Siemens Gamesa Renewable Energy Business Unit Service Full / Part time Full-time Experience Level Experienced Professional

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.

Preferred Knowledge / Skills, Education, and Experience