Radiography Service Excellence Engineer (m/f/d)

<p><b>Do you enjoy building relationships and managing multiple priorities?</b><br />
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<b>Are you a looking for a new opportunity?</b><br />
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<b>Partner with the best</b><br />
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The Radiography Service Excellence Engineer (SEE) is responsible for documenting and directing customer inquiries, resolving customer issues, technical training, and other projects with modest complexity including supporting NPI and customer Field Service visits. In this role, you will use defined tools, follow processes/guidelines and escalation paths, meet day-to-day short-term objectives, and must have the ability to independently lead the resolution of issues through immediate action or short-term planning.<br />
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As a SEE, you will be responsible for:</p>

<ul>
<li>Work Waygate incoming Remote Service case queue in SalesForce.Com and in global phone system. Initiate cases and complete case fields as needed before assigning to Remote Service Engineers (RSE) to complete cases.</li>
<li>Effectively handle queries from the global customers and be knowledgeable of and sensitive to business, social and cultural issues significant to the customers</li>
<li>Partner with the customer advocates across the globe in Europe, China and Americas to manage the RSE case backlog.</li>
<li>Act as the single point of contact to the customer for timely and satisfactory resolution of a wide variety of technical issues/queries, driving and leading the resolution process until the customer&
39;s satisfaction is achieved to the best of the company&
39;s ability while using a case management tool to document and track the case.</li>
<li>Have fundamental knowledge of Radiography, the associated configurations, installations, repairs, troubleshooting, and applications, and/or follow established escalation paths to support appropriately.</li>
<li>Involve other teams as required, facilitate and motivate them to support the resolution process and use own leadership skills to get their buy-in and engagement.</li>
<li>Keep the local commercial sales rep. or channel partner copied regarding customer issues and their resolution.</li>
<li>Build strong relationship with the different internal teams and the customers.</li>
<li>Work with the regions and the leadership to prioritize cases.</li>
<li>Support Remote Service team members and other teams as required.</li>
<li>Develop, prepare and conduct training for internal and external technicians.</li>
<li>Attend, participate in and complete field interventions to gain fundamental knowledge and as required to support remote service cases or field service needs.</li>
<li>Support New Product and New Service Introductions through being on development teams, developing training, and attending training to continually expand knowledge and expertise.</li>
<li>Expand scope of remote monitoring, diagnostics and service through development and use of new tools and techniques such as Augmented and Virtual Reality and the IW Care products.</li>
</ul>

<p><b>Fuel your passion</b><br />
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<b>To be successful in this role you will:</b></p>

<ul>
<li>Fluent German and English language skills with the ability to discuss technical matters is required.</li>
<li>Bachelor&
39;s degree in Engineering from an accredited university or college (or a high school diploma/GED with at least some year of experience in an engineering, application, manufacturing or service role).</li>
<li>Experience in analysing technical issues</li>
<li>Strong oral and written communication skills.</li>
<li>Strong interpersonal skills, team oriented with willingness to work remotely in a global team</li>
<li>Ability to work with changing priorities throughout the day as new customer issues and needs arise</li>
<li>Proficiency in Microsoft Word, Excel and Powerpoint.</li>
<li>Willingness and ability to work in flexible schedule</li>
<li>Travel as required for training and customer site visits.</li>
</ul>

<p>Working with us<br />
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Our people are at the heart of what we do at Baker Hughes. We know we are better when all of our people are developed, engaged and able to bring their whole authentic selves to work. We invest in the health and well-being of our workforce, train and reward talent and develop leaders at all levels to bring out the best in each other.<br />
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Working for you<br />
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Our inventions have revolutionized energy for over a century. But to keep going forward tomorrow, we know we have to push the boundaries today. We prioritize rewarding those who embrace challenge with a package that reflects how much we value their input. Join us, and you can expect:<br />
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Contemporary work-life balance policies and well being activities<br />
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Comprehensive private medical care options<br />
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Safety net of life insurance and disability programs<br />
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Tailored financial programs<br />
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Additional elected or voluntary benefits<br />
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<b>About Us:</b><br />
We are an energy technology company that provides solutions to energy and industrial customers worldwide. Built on a century of experience and conducting business in over 120 countries, our innovative technologies and services are taking energy forward - making it safer, cleaner and more efficient for people and the planet.<br />
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<b>Join Us:</b><br />
Are you seeking an opportunity to make a real difference in a company that values innovation and progress? Join us and become part of a team of people who will challenge and inspire you! Let&
39;s come together and take energy forward.<br />
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Baker Hughes Company is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other characteristics protected by law.</p>

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