Senior Asset Performance Manager

The INNIO Advantage:

By combining a rich legacy in the power and gas compression space with pioneering technology, INNIO brings our customers affordable, reliable and sustainable energy solutions for today and tomorrow.

We are helping to meet today’s energy needs with 64 GW of installed capacity and more than 50,000 of our powerful Jenbacher and Waukesha engines, which can be found in more than 100 countries. And, by harnessing our history of energy industry firsts along with the power of digital innovation, we will continue to deliver for the future.

Northeast Energy Systems ("NES") and Western Energy Systems ("WES"), a division of INNIO, provide fully integrated Combined Heat and Power ("CHP") and Distributed Generation ("DG") power solutions through 10MW power blocks. Jenbacher CHP and DG solutions provide world class electrical-thermal efficiencies with industry leading emissions. Jenbacher CHP and DG Equipment provides best in class fuel flexibility with capabilities for natural gas, biogas,propane, syn gas and automated dual fuel systems.

NES WES has been in business for over 50 years and is known for our great customer service, innovative solution development and ability to adapt to changing markets. We hire the best in their fields - results-focused professionals with the skills to achieve project goals across multiple industries.

Role :

The Senior Asset Performance Manager is the first line of support for End Users and Internal personnel. He/She will support NES-WES technicians and customers with technical help on operational issues daily.

Essential Responsibilities :

- Manage a backlog of individually owned technical support cases utilizing both Internal and external case management software

- Review trend data and create technical reports

- Open Troubleshooting Case Work Orders and resolve within 15 days of being opened

- Prepare Case Work Order for Admin to Invoice

- Evaluate all analytics, notify the responsible party (NES-WES service and/or customer) on observed preventative issues, and follow up until resolution. Regularly review and investigate connection losses to units

- Proactively reach out to End Users and drive remote support cases

- Review all units on myPlant regularly for operational status

- Respond to unit trip notifications

- Review myPlant analytics

- Review the lost connection status of units and request support from Asset Performance Center when down

- Ensure the accuracy of remote connection data

- Evaluate trips and warnings active on units

- Respond to technicians with technical support when needed

- Field calls from customers and responds to their requests for support

- Open Internal and External Technical Support Cases

- Download supporting data and trends for support cases and warranty

- Review trends of unit operation for specific ongoing issues

- Inform service teams when a technician is required (LTSA)

- Advise service if a customer requests a technician on an active problem (non-LTSA)

- Qualify analytic data and report back with findings

- Review and advise on oil management where needed

- Track each Asset for operational history

- Build a strong relationship with our customers

- Prioritize tasks and allocate resources to service customers’ equipment

- Continuously monitor the performance of units and areas for improvement

- Demonstrate a thorough understanding of the technical aspects of the job.

- Being proactive in analyzing data and trends.

- Promote the benefits of myPlant remote monitoring to all customers.

Qualification Requirements :

- Strong customer service mindset and strong skills to drive, support, empower and inspire the Service teams and Customers

- +7 years experience in a technical role or extensive years of experience with issue resolution exposure within (Field-) Service on engines

- Technical attitude, complemented by strong business acumen including basic IT skills

- Strong sense of urgency

- Willingness to work in shift model (depending) and on call

- Electrical and mechanical experience required, ideally in a Field Service Technician role

- Excellent communication skills, experienced in customer communication

- Boundaryless and multi-culture working mindset

- Ability to work with minimal supervision

- Fluency in English a must