Customer Support Engineer

Job Description Summary

The Customer Support Engineer (CSE) role is dedicated to supporting strategic Gas Power customers.

The CSE works collaboratively with customers, field service teams, and cross functional engineering partners to address complex technical issues, support outage planning and execution, and drive improvements in equipment reliability and availability. This role requires strong technical expertise, customer engagement skills, and the ability to coordinate multiple stakeholders to deliver effective, customer focused solutions.

Job Description

Roles and Responsibilities

• Proactively engage assigned customers to identify current and emerging technical issues, understand operational priorities, and align engineering actions to address customer needs.
• Serve as the primary engineering point of contact for customers, coordinating technical communications and ensuring timely, accurate responses to customer inquiries and escalations.
• Provide engineering leadership and support for forced outages, technical issue escalations, root cause investigations, customer technical projects, and customer meetings.
• Support technical scope planning for planned outages by working with field service teams, regional engineering teams, and customers to define work scope based on equipment condition, risk, and operational requirements.
• Ensure implementation of technical recommendations and upgrades into outage plans, and proactively identify and mitigate technical risks during outage planning and execution.
• Lead or support technical initiatives aimed at improving fleet performance, reliability, and availability in collaboration with engineering, quality, and service teams.
• Develop and maintain customer specific reliability improvement actions and track progress to closure, ensuring transparency and accountability.
• Grow customer relationships into trusted technical partnerships by understanding customer needs at all levels and providing consistent, high quality technical support.
• Communicate complex technical issues clearly and effectively to diverse audiences, including customer management, operations teams, and internal stakeholders.

• Bachelor's degree in Mechanical, Electrical, or related Engineering discipline.
• 8+ years of experience in thermal power generation, including field service, services engineering, design engineering, operations, maintenance, or customer technical support.
• Demonstrated ability to diagnose complex equipment issues and develop practical technical solutions.
• Experience working directly with customers in technical or engineering roles.
• Solid understanding of gas turbine systems, operations, maintenance practices, and common failure modes.

• Ability and willingness to travel up to 25%.
• Ability to obtain and maintain required customer site access and safety certifications.
• Flexibility to support customer needs during outages or critical events, which may require extended hours or short-notice travel.
• Experience in technical problem solving and project leadership, with the ability to define tasks and coordinate technical work across teams.
• Proven ability to work effectively in matrix organizations and influence outcomes without direct authority.
• Strong written and verbal communication skills, including experience presenting technical information to senior customer and internal stakeholders.
• Ability to identify key priorities in complex situations and develop practical action plans.
• Experience supporting outage planning and execution activities.
• Familiarity with root cause analysis methods and structured problem-solving approaches.
• Ability to assess technical risks and understand their potential operational and commercial impact.
• Master's degree in Mechanical or Electrical Engineering (preferred)