Customer Support Engineer

Role Overview

• Proactively engage assigned customers to identify current and emerging technical issues, understand operational priorities, and align engineering actions to address customer needs.
• Serve as the primary engineering point of contact for customers, coordinating technical communications and ensuring timely, accurate responses to customer inquiries and escalations.
• Provide engineering leadership and support for forced outages, technical issue escalations, root cause investigations, customer technical projects, and customer meetings.
• Support technical scope planning for planned outages by working with field service teams, regional engineering teams, and customers to define work scope based on equipment condition, risk, and operational requirements.
• Ensure implementation of technical recommendations and upgrades into outage plans, and proactively identify and mitigate technical risks during outage planning and execution.
• Lead or support technical initiatives aimed at improving fleet performance, reliability, and availability in collaboration with engineering, quality, and service teams.
• Develop and maintain customer specific reliability improvement actions and track progress to closure, ensuring transparency and accountability.
• Grow customer relationships into trusted technical partnerships by understanding customer needs at all levels and providing consistent, high quality technical support.
• Communicate complex technical issues clearly and effectively to diverse audiences, including customer management, operations teams, and internal stakeholders.

Requirements

• Bachelor’s degree in Mechanical, Electrical, or related Engineering discipline.
• 8+ years of experience in thermal power generation, including field service, services engineering, design engineering, operations, maintenance, or customer technical support.
• Demonstrated ability to diagnose complex equipment issues and develop practical technical solutions.
• Experience working directly with customers in technical or engineering roles.
• Solid understanding of gas turbine systems, operations, maintenance practices, and common failure modes.

Benefits

• Relocation Assistance Provided: No