Customer Support Engineer

Job Description

We are seeking a highly motivated and customer-focused Customer Support Engineer to join our multi-disciplinary engineering team. This role is responsible for providing technical support and problem resolution for customers relating to steam turbines, gas turbines, generators, control systems, and associated auxiliary equipment.

The successful candidate will work closely with internal engineering, commercial, service, and repair teams to deliver high-quality technical support while maintaining strong customer relationships. The position requires flexibility to develop knowledge across gas turbine, steam turbine, and generator operational aspects in addition to primary responsibilities.

Travel to customer sites and premises will be required regularly, including support during planned inspections, outages, and emergency situations.

Key Responsibilities

• Support the operation and maintenance of MHI gas turbines, steam turbines, control systems, and auxiliary equipment.
• Respond to internal and external customer requests for technical issue resolution using sound engineering principles, technical expertise, and analytical problem-solving skills.
• Prepare and write technical reports, technical procedures, and engineering documentation under the guidance of the Engineering Manager or Engineering Director.
• Lead and manage root cause analysis activities for technical issues and implement corrective actions.
• Escalate issues where required, acting as the liaison between field operations and design engineering teams.
• Maintain strong customer relationships to ensure technical issues and operational requirements are understood and addressed in a timely manner.
• Provide technical leadership and support to personnel assigned to customer issue resolution projects.
• Document technical data and project activities in accordance with engineering policies and procedures.
• Prepare and deliver technical presentations and customer updates regarding significant issues or developments.
• Travel to customer sites to support technical review meetings, inspections, and outage activities.
• Support unplanned and forced outages to help meet customer availability goals.
• Provide technical support to commercial teams for sales and service proposal activities.
• Act as a technical interface between commercial, service, and repair departments.
• Develop proactive working procedures to improve future operational efficiency.
• Participate in the identification and resolution of Technical Non-Conformity Reports (NCRs) and Requests for Action (RFAs).
• Revise and develop Quality Management procedures as required.

Additional Responsibilities

• Act as the company’s engineering representative during planned gas and steam turbine inspections when required.
• Maintain the highest standards of honesty, integrity, and professionalism at all times.
• Ensure compliance with all company safety policies, practices, and procedures.
• Support departmental and company objectives through proactive teamwork and collaboration.
• Protect confidential information and ensure it is not disclosed or used for third-party benefit.

Qualifications

• Bachelor's Degree in Mechanical is preferred with exposure in any areas of Gas/Steam Turbine design, operation, repair, service, installation, or commissioning.
• Experience in developing and writing specifications and/or proposals.
• Effective customer service skills and strong organizational skills.
• Strong analytical and problem-solving ability and adept at communicating with all levels of the organization.
• Proficient technical report writing and communication skills.
• Good knowledge of MS Office suite, including Word, Excel, PowerPoint, simulation software
• Fluency in business English, knowledge of Japanese would be an advantage but not essential.

Additional Information

At Mitsubishi Power EMEA, we are committed to building a workplace where people feel respected, included and able to contribute.

Our strength comes from the different experiences, perspectives and expertise of our people. Across our business, we work with colleagues from a wide range of countries, cultures, disciplines and backgrounds, and we believe this diversity helps us make better decisions, solve complex problems and deliver stronger outcomes for our customers.

We welcome applications from people of all backgrounds and make recruitment decisions based on skills, knowledge, qualifications, experience and potential. We are committed to providing a fair and consistent recruitment process, giving every candidate the opportunity to demonstrate what they can bring to the role.

If you need any reasonable adjustments or support at any stage of the recruitment process, please let us know. We will work with you to understand how we can best support you.