Technical Support Engineer

Rolls-Royce, a world-leading provider of power systems and services for use on land, at sea and in the air, operates in four global markets - civil aerospace, defense aerospace, marine and energy. We continue to invest in core technologies, products, people and capabilities with the objective of broadening and strengthening the product portfolio, improving efficiency and enhancing the environmental performance of its products.

This position is part of a 24/7 global team providing first line technical support to marine customers globally. This centralized Houston function will participate in a "follow-the-sun" customer technical support activity, and will liaise with the second tier technical support at the Product Centers assuring complete, accurate, and timely responses to our customer technical needs.

Responsibilities:

Participate as a member of the North American Technical Team (one of two team members), located at our Houston central office, operating a technical call-center, ten hours/day, Shift work five days a week (shift work may include weekends). Occasional work outside of this schedule may be required as back-up to other team members globally

Provide first line technical support by telephone and e-mail to external and internal customers

Respond effectively to customer enquiries and manage and interpret customer requirements

Will carry out first line investigation and troubleshooting with the customer online

Liaise with Product Centers for immediate detailed technical support

Verify status and follow-up on outstanding technical support requests

Maintains customer asset database with updated information regarding technical support

Contacts customer upon completion of his technical support request

Maintains technical support statistics to determine KPI status.

Support the Integrated Project Team with technical solutions throughout the execution of a project

Other technical related activities as developed throughout the execution of the global technical support project

Rolls-Royce has a broad customer base comprising 600 airlines, 4,000 corporate and utility aircraft and helicopter operators, 160 armed forces, more than 2,000 marine customers including 70 navies, and energy customers in 120 countries. Rolls-Royce is a technology leader, employing 38,000 people in offices, manufacturing and service facilities in 50 countries. Rolls-Royce is a Military Friendly Environment. Rolls Royce is committed to Equal Employment Opportunity and a barrier-free employment process.
Basic:

High School Diploma/GED2 years Field Service experience in the technical / maritime sector,2 years of technical education and/or training plus specific marine related formal training programs that demonstrate a broad knowledge of marine propulsion equipment, marine diesel applications and /or marine deck equipmentCandidates must be able to attend an extended training program in Rotterdam, the Netherlands, and throughout Scandinavia for training purposes specifically during the first six - nine months of their enrolment