Global Technical Support

Company Overview

Nikkiso Clean Energy & Industrial Gases is a leading provider of cryogenic pumps, heat exchangers, process systems, turboexpanders, services, and solutions for the liquefied natural gas (LNG), liquefied hydrogen (LH2), and industrial gases industries. Applications include fueling stations, marine engines, peak shaving, power generation, virtual pipelines, carbon capture, geothermal power, and well stimulation. We are a subsidiary of Nikkiso Company Ltd, a leading industrial manufacturer headquartered in Tokyo, Japan, with $1.5 B USD in annual revenue, 8000 + employees worldwide, and publicly traded on the Tokyo Stock Exchange.

Job Overview

Technical Support is responsible for providing technical expertise for the NCS organization. Responsibilities include the development of regional technical support roles, escalation support for the regional teams, consolidating and reviewing all warranty claims, liaison with product company stakeholders on systemic issues, leading all RCA's and tooling design. They will also assist with the development of tools, presentations, communication documents, and work instructions related to the products supported by the Nikkiso service group. Technical Support will also be accountable for all technical service bulletins and providing feedback to product companies to improve product quality.

Responsibilities

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Promote Customer Focus throughout the organization.
• Effectively communicate the NCS vision, requirements, and priorities to the engineering team
• Play an active role in the development of training material and programs needed to increase the knowledge and competence of regional employees.
• Train and develop regional technical support in all regions globally.
• Provide high level support for the regions on more complex troubleshooting opportunities.
• Lead and conduct Product Quality Meetings (PQM) to provide feedback to product companies to improve product quality.
• Conduct regular product meetings with Product Company to review outstanding issues with equipment performance and improvements needed in the field
• Continuously seek and receive feedback about product performance and applications
• Ensure product knowledge exists on current and new product lines
• Work with Product Company to ensure life cycle of equipment is understood and technical knowledge within NCS Technical team is accurate and up-to-date
• Provide technical input into the recommendation and development of Aftermarket products and services.
• Oversee the development and distribution of technical bulletins.
• Contribute to the development of the Nikkiso CE&IG University training topics and content
• Participate in technical seminars, customer events and trade shows as deemed necessary by the Director of Operational Excellence.
• Monitor and analyze customer feedback and complaints to identify trends and areas for improvement
• Lead root cause analysis investigations and implement corrective and preventive actions to address any product quality failures
• Identify and develop preventative measures to reduce incident/problem re-occurrence
• Implement the NCS Warranty policy across the global organization, to include tracking and reviewing warranty reports from regions, and assisting in resolution for Customers
• Manage warranty claims process: Oversee the entire warranty claims process, including receiving claims, reviewing supporting documentation, and making decisions on claim approvals or rejections.
• Perform warranty data analysis and reporting: Compile and analyze warranty data to identify patterns and trends, measure key performance indicators (KPIs), and report findings to management.
• Monitor warranty costs and expenses: Maintain a keen focus on warranty costs, ensuring proper budget allocation, and identifying opportunities to reduce warranty expenses without compromising on customer service or quality.
• Maintain warranty records and documentation: Ensure accurate and up-to-date record-keeping of warranty claims, resolutions, and associated documentation.
• Provide technical input to the regional organizations regarding determining warranty validity.
• In conjunction with the product companies, define and convey warranty resolution actions to the global teams for execution
• Support QMS requirements in areas of responsibility for conformance with international requirements as well as state and federal regulations.
• Perform other responsibilities as assigned.
  
  

Competencies

• Interpersonal, collaboration, and relationship building skills
• Presentation and written communication skills
• Ability to develop tools, presentation, brochures, articles, press releases, etc.
• Ability to develop training materials
• Judgment and problem solving
• Influence and negotiation skills
• Customer focus
• Critical thinking
• Results-driven accountability
• Knowledge of sales processes
• Technical and business acumen
• Continuous improvement and innovation mindset
• Ability to drive a vehicle and travel globally.
  
  

Qualifications

The ideal candidate is a results-oriented and experienced professional with a proven track record in Service environments leading the technical aspects of product management.

• Bachelor’s degree or higher, preferably in an engineering or technical discipline.
• 5+ years of experience in international manufacturing or industrial services company.
• Experience in product companies or service companies is required.
• Technical experience in an industrial manufacturing environment.
• Knowledge of the NCE&IG Group’s products is preferred.
  
  

Physical Demands

• Stand, walk, sit, talk, hear, type, and write.
• Reach with hands and arms, bend, stand on a stool or climb, and use fingers and hands to feel objects, tools, or controls.
• Use standard office equipment such as computers, smart phones, printers, photocopiers, etc.
• Lift files and open desk drawers and filing cabinets.
• Global travel.
  
  

EEOC Statement

Equal Opportunity Employer/Veterans/Disabled

Nikkiso CE&IG is proud to be an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.