Technical Support Specialist - Services

Services Specialist - Technical Support

Job Description

Services Specialist - Technical Support

Join our Baker Hughes Team!
Baker Hughes is a global energy technology company serving the oil and gas industry in more than 120 countries. The Commercial and Sales organization drives growth by building strong customer partnerships, marketing hydrocarbons, and offering integrated equipment and service solutions. Focusing on digital transformation and energy transition, the team leverages data-driven insights to optimize sales performance and maximize customer value.

Partner with the best
As a Services Specialist - Technical Support, you will be responsible for:

• Have fundamental knowledge of Imaging Solutions and/or Radiography, including the associated software codes, configurations, installations, repairs, troubleshooting, applications, and/or follow established escalation paths to support appropriately.
• Effectively project manage issues to closure from assigned customers and be knowledgeable of and sensitive to business, social and cultural issues significant to the customers.
• Involve other teams as required, facilitate, and motivate them to support the resolution process for customer issues, technical and otherwise, and use your own leadership skills to get case team buy-in and engagement.
• Keep the local commercial sales representative or channel partner copied regarding customer issues and their resolution.
• Build strong relationships with the cross-functional internal teams and the customers.
• Work with the regions and the leadership to prioritize cases.
• Support Remote Service team members, fulfill Customer Advocate duties, and assist other teams as required.
• Develop, prepare and conduct training for internal and external technicians.
• Attend, participate in and complete field interventions as required to support remote service cases or field service needs.   Collaborate with developers or work under the guidance of the developers to modify software code.
• Support New Product and New Service Introductions through being on development teams, developing training, and attending training to continually expand knowledge and expertise.
• Expand scope and capabilities of service through development and use of new tools and techniques including new software.

Fuel your passion

To be successful in this role you will:

• Experience in supporting windows desktop software applications like Rhythm software including RT, Insight, Archive.
• Interfacing with internal and external customers
• Making quick decisions to adapt to any situation
• Adapting quickly to change and working successfully in an evolving and culturally diverse environment
• Managing multiple tasks in parallel
• Following standard processes including administrative documentation
• Fast learner with energy and enthusiasm for customer support
• Quality awareness and experience identifying future failures, defects, and problems
• Structured work methods and analytical skills
• Fluent in English.
• Bachelor’s degree in engineering from an accredited university or college, or a high school diploma/GED with at least 5 years of experience in software development, computer networking, cyber security, service, engineering, application, or manufacturing roles.
• Experience in analyzing technical issues.
• Strong oral and written communication skills. 
• Strong interpersonal skills, team oriented with willingness to work remotely in a global team.
• Ability to work with changing priorities throughout the day as new customer issues and needs arise.
• Proficiency in Microsoft Word, Excel and PowerPoint.
• Travel is required for training and customer site visits.

Work in a way that works for you

We recognize that everyone is different and that the way in which people want to work and deliver at their best is different for everyone too. In this role, we can offer the following flexible working patterns:

• Working flexible hours - flexing the times when you work in the day to help you fit everything in and work when you are the most productive.

Working with us

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.

Working for you

Our inventions have revolutionized energy for over a century. But to keep going forward tomorrow, we know we must push the boundaries today. We prioritize rewarding those who embrace change with a package that reflects how much we value their input. Join us, and you can expect:

• Contemporary work-life balance policies and wellbeing activities
• Comprehensive private medical care options
• The safety net of life insurance and disability programs
• Tailored financial programs.
• Additional elected or voluntary benefits

The Baker Hughes internal title for this role is: Services Specialist - Technical Support

Experience Level

Mid Level