.DescriptionTechnical specialist and primary customer support contact to diagnose and execute complex repairs to generators and components at the customer's site. Establishes and continually develops productive customer relations and ensures prompt and efficient attention to customer needs. Applies the use of specialized tools and follows documented procedures and policies to diagnose and complete complex repairs at customer site. Performs preventative maintenance activities as per documented schedules and standards on power generation products in the field. Escalates unresolved issues to product specialists / Supervisor. Coaches and develops technicians and/or apprentices and transfers knowledge and experience to others; may provide work direction; may review of repair plans, parts lists, etc. Completes required documentation, such as service worksheets, timesheets, warranty claims, quality documents via handwritten forms or business system input screens. Completes training in line with skill and business requirements. Maintains service vehicle and tools for cleanliness and proper operation. Ensure adherence to all relevant Health Safety & Environmental policies, procedures, and legislation and report any issues / incidents to site management and to their supervisor.SkillsCommunicates effectively - Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences.Manages complexity - Making sense of complex, high quantity, and sometimes contradictory information to effectively solve problems.Manages conflict - Handling conflict situations effectively, with a minimum of noise.Customer focus - Building strong customer relationships and delivering customer-centric solutions.Develops talent - Developing people to meet both their career goals and the organization's goals.Self-development - Actively seeking new ways to grow and be challenged using both formal and informal development channels.Service Documentation - Creates and verifies customer, equipment, and technical information; captures specific data using required service tools; follows procedures and documents required information in the service management system in order to have an accurate record of the work done.Technical Escalation - Obtains product technical issue information and utilizes available resources including data management tools; elevates issues to a higher level of expertise, balancing timeliness of customer response with investigation efforts; captures all troubleshooting steps in the appropriate database in order to ensure seamless transitions and accurate response to ticket resolution in a timely manner
