Technical Specialist (Operational Service Desk) 1

Siemens Public Limited Company
29 Sep 2017
13 Oct 2017
Contract Type
Full Time
Technical Specialist (Operational Service Desk) Siemens Aero-derivative Gas Turbines (AGT) has an exciting opportunity for an Operational Service Desk Technical "Controls" Specialist based at our Services Headquarters in Warwick. Reporting to the Head of Service Delivery, the successful candidate will work within a diverse team of Engineering and Operations Management based in our Product Competency Centre. As the "Operational Service Desk Technical Specialist" you will you will manage reactive operational requests from the regional teams via the Resolve Customer Issues / Salesforce process to generate and evaluate solutions utilising specialist controls, Industrial Trent, Industrial RB211, Power turbine or Package expertise or a combination of these.In additionThis role provides a focal point for urgent operational issues beyond the Regional Offices, ensuring efficient and effective integration and resolution of issues. Experience in IGT / SGT or DR business groups would also be hightly beneficial. Your hours of Work will be - A rolling 30-day pattern consisting of 6 day shifts, 6 night shifts, 6 relief shifts and 12 days off. Each shift block consists of 2 day shifts and 2 night shifts. This position will attract a shift premium. Day: 07.00 - 19.15 Night: 19.00 - 07.15 What are my Responsibilities? - Support our regional offices and customers by the resolution of urgent operational issues to avoid disruption to our customers that impact availability & reliability. - Manage requests via the Resolve Customer Issues / Saleforce process, as well as generating and evaluating solutions. - Enact the Crisis Management process as required for the AGT business globally. - Own the service restoration plan for unavailable units as well as recording Product and Service issues for further improvements. - Monitor, measure, report and communicate on performance to restore service - Support the identification of new problems which may impact the Fleet Operational Plan. - Support the development of processes, tools and data within the OSD to ensure efficient and effective resolution of reactive operational issues - What do I need to qualify for this job? - Experience in a mechanical or electrical (instrumentation and controls) discipline and a working knowledge of gas turbine-driven engine packages - An appropriate Engineering qualification (e.g. HND, Degree or equivalent), or appropriate experience of working in a technical position - Customer focused, self-motivating and with proven Customer Facing / Operational experience. Demonstrated leadership and problem solving / decision making experience in a high pressure environment. - Good overall product and service knowledge with ability to manage across diverse teams / solutions. Technical Fault finding and diagnosis experience. - Ability to communicate at all levels of the organisation, along with commercial appreciation. - Controls Experience is preferred but not essential With a broad spectrum of innovative products and services, we are the leading service partner for ensuring high reliability and optimal performance of rotating power equipment within the wind, utility, oil & gas, and industrial processing industries worldwide. *LI-MS
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