Customer Support Engineer - Cairo

Summary:
Working closely with the engineering team leader, this person will be
responsible among other tasks for providing daily technical assistance to our
customers, solutions to various technical matters and support during
maintenance activities planning and execution phases.

Customer Support Engineering team supports the operation and maintenance of
OEM and Non OEM Gas Turbines, Steam Turbines, Generators, Control Systems, and
Auxiliary Systems. The team is dedicated for engineering support during
scheduled/forced outage, during operation as well as for new business
development or existing business expansion while working closely with
programme management, commercial and tendering team. The team is also engaged
with customers to ensure reliability, availability and safety of the operating
assets.

Job Description:
Customer Support Engineer is responsible for problem resolution for our
customers related to gas turbines, steam turbines, generators and relevant
auxiliaries.

Being part of multi-disciplinary engineering team, it will be expected to have
flexibility to learn gas turbine, steam turbine, and generator operational
aspects in addition to primary job responsibilities.

The engineer is also responsible for assisting engineering manager and
engineering team for various customer support engineering activities.

Travelling to sites and customer premises is also expected from time to time.

Support the Operation and Maintenance of Mitsubishi & former Hitachi Gas
Turbines, Steam Turbines, Control Systems and Auxiliary Equipment.

To prepare and write Technical reports, Technical procedures, etc. following
the instruction of the Engineering Manager or Engineering Director

Respond to internal and external customer requests for technical issue
resolution, using technical product knowledge and analytical skills while
adhering to sound engineering principles, standards, practices and procedures.

Escalate issues as required acting as the liaison between the field and the
design to drive specific technical resolution, identify the root cause and
drive corrective actions.

Establish and maintain relationships with customers to make customer technical
issues/requirements understood and addressed in a timely manner.

Lead and manage root cause analysis for technical issues. Provide technical
leadership to personnel supporting project assigned to resolve customer
technical issue.

Document technical data generated by the assigned project consistent with
engineering policies and procedures.

Prepare technical presentations for customers ensuring the timely
communication of significant issues or developments.

Travel to customer locations to support customer technical review meetings.

To support unplanned/forced outages to meet availability goals.

Provide commercial teams with technical support for sales and services
proposal activities.

Act as interface between commercial, service and repairs.

Development of proactive working procedures for future work efficiency

To participate at the identification and resolution of Technical Non
Conformity Reports (NCRs) and Request for Actions documents (RFAs).

Person Specification:
Bachelor's Degree in Mechanical is preferred with exposure in any areas of Gas
Turbine design, operation, repair, service, installation or commissioning

Experience in developing and writing specifications and/or proposals.

Effective customer service skills and strong organizational skills.

Strong analytical and problem-solving ability and adept at communicating with
all levels of the organization.

Proficient technical report writing and communication skills.

Ability to work in a multidisciplinary team having people with different
cultures and nationalities.

Good knowledge of MS Office suite, including Word, Excel, PowerPoint,
simulation software

Fluency in business English, knowledge of Japanese would be an advantage but
not essential.