Company: Baker Hughes
Skills: Customer Service
Education: Bachelors/3-5 yr Degree
Employment Type: Full Time Salaried Employee
Location: Minden, Nevada, United States

In order to apply for this position, applicants MUST meet the following criteria. If your resume does not match these criteria, you will not be able to apply for this position.

Role Summary:

As a Customer Service Management Specialist (Remote monitoring and Field jobs), you will be tasked with providing customers complete service solutions to address their critical rotating machinery assets, protection, and monitoring system. This will include evaluating machinery condition based on rotordynamic analysis; installing, troubleshooting, and maintaining protection system hardware; installing, troubleshooting, and maintaining monitoring system hardware & software.

The Bently Remote Monitoring Centers (RMC) are located strategically to provide machinery and monitoring system support to customers around the world. RMC provides expertise through the ability to connect to real time diagnostic information from customer facilities such as Power Plants, Refineries, Petro-chemical facilities and even O&G Production facilities operating offshore. Through the use of common databases, standard tools and processes the RMCs can provide 24/7 support. By using the Bently software applications such as System 1 and Fleet Management they can provide proactive as well as periodic and reactive problem identification and management.

The RMC is strategic to the growth of the Bently business being a key element of Supporting Service Agreements (SSA). Whilst the primary goal is to provide a valuable profitable service to paying customers, RMC also serves as a showcase for potential customers to observe/learn how the products function and deliver value within in real life customer operations. Through close collaboration with key customers, local Bently personnel and other entities within BH, the RMC is critical to supporting FastWorks validation, fast prototyping and early adoption of NPI

Essential Responsibilities:

In the role of Customer Service Management Specialist, you will:
  • Strong customer value delivery focus.
  • Enjoy presenting technical subjects to varied audiences from customer or GE Executives to customer technical experts and internal technical personnel.
  • Desire to learn and teach.
  • Knowledge and experience diagnosing machinery related problems using advance System 1 capabilities including Bently Performance.
  • Strong problem solving skills.
  • Team player - working closely with Product Line / Customer Experience, Service (SSA Tech Leaders), Tech Support, Sales, Technology and Marketing
  • Diagnose machinery problems based upon: vibration data, operational data, and customer communications
  • Provide leadership, technical direction, and assistance to the customer, user, and other GE service personnel in the diagnostic and long term maintenance of Bently Nevada equipment and customers' rotating machinery
  • Excellent written and oral communication skills to convey technical concepts to business and technical personnel
  • Ability to foresee a customer's need for information or work practice to achieve higher plant reliability
  • React to customer required travel in a timely manner, while bringing all required service equipment in case of field job.
  • Complete documentation of findings / recommendations
  • Create, review and interpret technical reports
  • Track, report, and forecast financials on individual projects on a regular basis
  • Professionally communicate with customer and other team members
  • Perform Asset Management / Reliability Service Studies
  • Assess job site Safety and perform services as per BH Environmental, Health, and Safety Policies
  • Understand Term & Conditions commitments
  • Drive customer satisfaction through commitment to quality
  • Drive and Support the growth initiatives of the business
  • Understand contractual commitments
  • Drive customer satisfaction through commitment to quality

  • Bachelor's Degree in Engineering from an accredited college or university

Eligibility Requirements:
  • Travel 20% of the time to visit customers, as required
  • Possess a valid driver's license and passport (or able to obtain a passport)
  • Ability to obtain TWIC Card

Desired Characteristics:
  • Bachelor's Degree in Mechanical Engineering preferred
  • Demonstrate authority and assurance dealing with people
  • Excellent written and oral communication skills to convey technical concepts to business and technical personnel
  • Self-starter with minimal supervision requirement; able to work independently; ability to prioritize, organize work, and meet deadlines
  • Ability to set / meet aggressive targets and work under stressful working conditions
  • Strong computer skills using MS Office software
  • Electronics and/or mechanical trouble shooting skills. "Hands-on approach"
  • Strong verbal and written communication skills in English language
  • Self-starter with minimal supervision requirement
  • Strong written and oral communication skills to convey technical concepts to business and technical personnel
  • Experience working under stressful working conditions
  • Project Management Skills
  • Strong computer skills; both Hardware and Software, plus MS Office software skills
  • Mechanical & Electrical trouble shooting skills. "Hands-on approach"
  • Experience reading, interpreting, and understanding mechanical prints
  • Experience with Networking devices and protocols
  • Knowledge of rotating machinery operation and controls systems
  • Machinery Knowledge (Steam Turbine, Compressors, Gas Turbine, Pumps, Motors)
  • Knowledge of Oil analysis, thermography, software such as Smart Signal or Prisme
  • ISO Cat 3 certified
  • Industry Process knowledge (Power Gen, LNG, Fertilizer, Ethylene,)
  • Knowledge of machinery protection and management systems
  • Knowledge or experience with AT LEAST one or more of the following: mechanical vibration, rotating machinery vibration and/or diagnostics, rotordynamic analysis, machinery balancing and alignment
  • Knowledge of Bently Nevada products and services
  • Black Belt or Green Belt Certified (Internal employees only)
  • Demonstrated authority and assurance dealing with people

  • Minden, NV

This is your opportunity to learn more, do more, live the career you have imagined and be part of a truly diverse organization.

Baker Hughes 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. Learn more