FUEL-FACS+ Support Engineer

Job description

🔍Lenexa, KS, United States

📁
    Customer Services

📅 1628Total Views

📅 190000QXRequisition #

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RESPONSIBILITIES:

The FUEL-FACS+ Support Engineer will provide customers in all regions with technical support for TechnipFMC's FUEL-FACS+ terminal automation and back office products. Will communicate daily with customers via phone and email maintaining the highest levels of professionalism and customer service. Troubleshooting issues will primarily be performed by remotely connecting to the customer's site, but an occasional on-site visit may be necessary as well. In addition to FUEL-FACS+ software, will use Jira Service Desk, Microsoft SQL Server, Microsoft Windows and diagnostic tools to assist with support and service requests. Will interact primarily with end-user customers, supportservice managers, software developers, project managers, projectservice engineers and technicians.

MAIN TASKS:

·Provide product support to end-user customers and business partners via the following responsibilities:

oReceive and follow-up on customer calls and emails and on all outstanding issues;

oopen, track, resolve, and close Jira service desk tickets;

oassist customer with operational issues such as correcting orders, reprinting reports, and correcting inventory issues;

oconnect remotely to customer's site for troubleshooting purposes to query the database, to analyze files (including log, debug, error, input, output, program and system files), examine message queues, access product forms and to perform other system diagnostics;

oassist customer in maintaining product software by providing or installing bug fixespatches.

·Meet regularly with key customers to review all their issues and service requests. Generate reports listing all support issues and engineering change orders for a given customer to aid in this discussion.

·Coordinate hardware repairs with customers. Duties include quoting, shipping, testing, reprogramming, and order entry interfacing with accounting and shipping & receiving teams as well as the hardware vendor.

·Support customer training as needed or requested.

·Work closely with project engineers and product development, participate as needed in factory acceptance tests, installation, site acceptance tests, commissioning, maintenance, and follow-up on customer needs.

·Complete any projects or tasks as assigned by the support contract manager and field service manager.

REQUIREMENTS:

·HND/HNC or Bachelor degree in Computer Science / Engineering or equivalent work experience

·3 -5 years of technical support experience providing Tier II, III helpdesk support, preferably supporting software applications.

·Strong written and verbal communication skills is essential and ability to effectively teach other employees. English is required. Additional languages would be an advantage.

·Excellent troubleshooting and customer-handling skills.

·Strong Database/SQL understanding/skills.

·Strong knowledge of Microsoft Server operating systems with system administration/support experience including installation, configuration and troubleshooting.

·Knowledge of basic networking.

·Knowledge of server virtualization would be an advantage.

·Detailed knowledge of FUEL-FACS+ and UCOS products, would be an advantage

·Knowledge of field instrumentation

·Must be able to work varied schedule with extended hours.

·Willingness and ability to travel worldwide also on short notice.

PHYSICAL DEMANDS:

Daily use of personal computer and technical manuals.

Standing, sitting and lifting of smaller parts.

Unlimited ability to travel is a must.

MAJOR RESPONSIBILITY AREAS:

Identify the major duties and tasks accomplished by this position. For each duty, identify if it is an E - essential function or N - nonessential function of the job.

E/N

Duties and Responsibilities

E

Provide product support via telephone and email to our customers and business partners.

E

Open, track, resolve, and close Jira Service Desk tickets.

E

Assist customer with operational issues such as correcting orders, reprinting reports, and correcting inventory issues.

E

Connect remotely to customer's sites to query the database, analyze files, examine message queues, access product forms and to perform other system diagnostics.

E

Assist customer in maintaining product software by providing or installing bug fixespatches.

E

Meet regularly with key customers to review all their issues and service requests.

E

Generate reports e.g. listing all support issues and ECOs for a given customer

E

Coordinate hardware repairs with customers. Duties include quoting, shipping, testing, reprogramming, and order entry.

E

Support customer training as needed or requested.

E

Work closely with project engineers and product development, participate as needed in factory acceptance tests, installation, site acceptance tests, commissioning, maintenance, and follow-up on customer needs.

E

Assist the support contract manager with activities to ensure proper practices, efficiency, quality standards, and the highest possible level of customer service.

E

Perform special assignments as required by management.

E

Complete and maintain accurate reports and attendance records.

E

Support the Quality Improvement Process.

E

Follow all HSE policies and procedures and to support to develop the HSE process.

This job description is a general description of essential job functions. It is not intended as an employment contract, nor is it intended to describe all duties someone in this position may perform. All employees of TechnipFMC are expected to perform tasks as assigned by supervisory personnel, regardless of job title or routine job duties.