Technical Support Services (Compressors)

Tasks & Accountabilities

• Responsible for the execution of the Technical Support roles.
• Provide technical support for the Sales/Account Managers, Inside Sales, Service Centers, New Compressor Systems, and other internal departments throughout the entire project cycle.
• Provide technical support to the Field Service Representatives before, during and after service, installations, commissioning, repairs, or incidents.
• Management of Corrective Maintenance cases in cooperation with the various departments.
• Participate in BC 24/7 hotline.

Key Responsibilities

Technical support

• Work closely with the Sales team to ensure quality quotes or offerings are provided and meet customer requirements.
• Review or evaluate customer request for quotation documents and specifications.
• Conduct the design & selection of offerings and work closely with Sales/Vendors to select and cost externally supplied goods and services to ensure reliability meets customer needs.
• Prepare detailed technical proposals, schedule estimates or offerings based on customer requirements and discuss proposal strategies with the Sales group.
• Provide subject matter expertise and technical reviews of project information including scope, purchase order, and client specifications/requirements in order to provide technical support the Field Service and Sales groups.
• Create installation, commissioning and revision programs.
• Source spec sheets, manuals, etc. to provide recommendations when requested.
• Create technical reports and RCA of medium complexity (2nd level).
• Ensure a clear and efficient transition of all project information to all parties involved.
• Document various compressor-related work in the CRM (Customer Relationship Management) system.
• Advise valve and packing case internal setups depending on specific operating conditions.
• Address customer concerns, troubleshoot, modify, and solve running issues with components.

Training

• Develop and deliver internal technical training to Sales/Account Mangers, Inside Sales, Service Centers, New Compressor Systems, and other internal departments to ensure their knowledge of reciprocating compressors and processes are at a level to appropriately support their external customers.
• Contribute to the creation or provide input on repair procedures, technical training, and operating documents.

Project Management

• Build/support Burckhardt Component database and global repair procedures.
• Prepare 3D models and drawings. Organize and maintain drawing database.
• Maintain and update customer unit specs.
• Reverse engineer components, research alternative designs, perform calculations to manufacture new equipment.
• Manage re-cylindering work orders thought entire project

Additional Responsibilities

• Ensure personal knowledge of reciprocating compressors and processes are at a level to appropriately support internal and external customers.
• Attend various meetings, represent the NAM region and present previous actions completed, new actions required, updated CRM and open issues/red flags.
• Other duties as assigned.

Education/ experience / languages:

• Technical background in a related Engineering field, or Mechanical Engineering Technology.
• BS in Mechanical Engineering preferred
• 10+ years in Field Service Maintenance and Operations
• 5+ years of progressive experience in direct manufacturing and shop repairs.
• Good understanding of contract law, lien legislation and cost management.
• Excellent understanding of the design/build process.
• Must be self-motivated and promote strong team building.
• Highly detail-oriented with expert level of organization and time management skills.
• Exceptional communication, interpersonal and client management skills.
• Ability to successfully adapt in fast-growing and changing environments.
• Proficient with Microsoft Office Suite, Microsoft 365 Dynamics, -particularly Outlook, Word PowerPoint & Excel. Previous experience with SAP would be considered an asset.
• Proficient in English

Special requirements:

• This is a full-time, permanent position based on a 40-hour workweek with frequent business travel required within the US, Canada and internationally.
• Valid driver's license and passport is required.
• This position is required to attend periodic technical training as assigned.
• This position is required to be on-call to support and assist assigned groups.

Burckhardt Compression creates leading compression solutions for a sustainable energy future and the long-term success of its customers. The Group is the only global manufacturer that covers a full range of reciprocating compressor technologies and services. Since 1844, its passionate, customer-oriented and solution-driven workforce has set the benchmark in the gas compression industry.