Technical Support Specialist (m/f) Gas Engines

03 Oct 2016
23 Nov 2016
Oil and Gas
Contract Type
Full Time
A GE Energy business providing "quick response resolutions remotely" for all products of DP; Gas Engines Jenbach has an immediate need for a DP QRC Team Member.

Essential Responsibilities

The "Level 1" Customer "technical" IR Product Support Ops. (CPSO) team is our first point of call/case receiver for all our DP "Direct Customers" and this team will be called QRC (Quick Response Center). The support teams offer quick resolution to our customers and provide Regional team assistance with our products. The team is available 16/7/365 "0700-2300" globally and provides remote technical services in a multitude of languages; however the global QRC team engages with the (EC) Excellence Center team to close the loop in supporting the hours "2300-0700" to provide a 247365 operation. Issues that cannot be directly resolved and need a deeper investigation those cases will be dropped to the (EC) Excellence Center Team.

Key Responsibilities
  • Team Member Skill-Set Level "2"
  • Technical issues resolution in a timely manner, including supporting the QRC Team skill-set level "1" case resolution as a mentor in a complete team support structure.
  • Reduce on site services' execution jobs by solving technical issues on a remotely basis
  • Act as technical expert for customers using the remote system and process
  • If technical issue cannot be solved remotely, request on site execution in terms of maximizing efficiency and optimizing resources
  • Receive, Log, Resolve issue(s) quick OR when necessary, Forward issues to correct x-function to resolve the issue fast
  • Collecting of fleet issues to support the emergent issue process
  • Optimizing of first fix rate via telephone and remote support
  • Participation in the 24/7/365 Support shifts per DP business structure, product line and IR Ops team you represent.
  • Attend periodically (2-3 times) annually field service jobs to maintain product line expertise.
  • Attend product line trainings for all DP products to broaden your product line knowledge and expertise


  • Strong previous work experience as field services technician (electric or mechanic)
  • Be able to read and interpret electrical/mechanical flow and instrument diagrams.
  • Self-initiated communications with end user (on-site customers) to help resolve issues.
  • Strong knowledge of products and services of DP Product line that is associated in your office location. (RE)
  • Ability to analyze operating data to understand nature of customer issues quickly.
  • Good communication skills, issue tracking in the business's applied tool, clarity of process and business structure
  • Strong computer skills and advanced user of office package (Word, Excel, PowerPoint)
  • Fluent in Business English, local language of your position location of
    country it is a plus if you know other languages too (Croatian and/or
    Czech and/or Hungarian)
Position can be located: Austria (Jenbach or Vienna)

According to Austrian law job postings need to include the minimum salary for a position. For this position the minimum salary based on the collective agreement is EURO 2.373,62 gross monthly. Please note that this is the very minimum salary and will most likely be higher. The effective salary is based on the candidate's Qualification and Experience and will be negotiated accordingly.

Desired Characteristics