Masoneilan Technical Support & Warranty Engineer

Masoneilan Warranty & Technical Support Engineer

Are you passionate about delivering exceptional post-shipment technical support?
Do you thrive in a fast-paced environment where cross-functional collaboration drives customer satisfaction?

Join our team!

Baker Hughes is the leading energy technology company, delivering across the energy value chain through our market-leading business segments. Built on a century of experience and conducting business in over 120 countries, our innovative technologies and services are taking energy forward-making it safer, cleaner, and more efficient for people and the planet.

Partner with the Best

TheMasoneilan Warranty & Technical Support Engineeris based at the Valve Technology Center in Pasadena, USA, and plays a critical role in supporting customers across the North America region. This role ensures rapid response to warranty and technical support claims, coordinating cross-functional teams to deliver timely and effective solutions.

As a Masoneilan Warranty & Technical Support Engineer, you will be responsible for:

• Evaluating incoming claims for your assigned zone and performing disposition within 24 hours
• Assigning customer technical support queries (L4) and plant shutdown (L1) claims to the Global Technical Support Engineer as needed
• Implementing dispositions for all repair, replacement, or field service actions
• Leading weekly escaping defect meetings with site stakeholders to share L2 issues and confirm CAPA closure
• Conducting weekly L2/L3 planning meetings with the site warranty planner to prioritize CRD and promise date fulfillment
• Providing weekly case updates for each customer claim, including major milestone commitment dates
• Working directly with customers or channel partners on L4 technical support queries
• Leading or performing root cause analysis (RCA) for customer issues and delivering technical reports in standard format
• Proposing upgrade solutions to address customer issues
• Providing technical support to Field Service Engineers (FSEs) in the field
• Critically analyzing field issues to determine warranty eligibility and provide quality solutions
• Coordinating with Engineering, Quality, Supply Chain, Field Service, and Channel Partners to resolve field issues rapidly

Fuel your passion

To be successful in this role you will:

• Have a Bachelor's degree from an accredited university or college OR Related experience

• Have a minimum of 5 years of experience in valves functional management
• Excellent technical knowledge of control valves
• Strong oral and written communication skills
• Strong interpersonal and leadership abilities
• Proven ability to analyze and resolve problems

Work in a way that works for you

We recognize that everyone is different and that the way in which people want to work and deliver at their best is different for everyone too. In this role, we can offer the following flexible working patterns:

• Working flexible hours - flexing the times when you work in the day to help you fit everything in and work when you are the most productive

Working with us

Our people are at the heart of what we do at Baker Hughes. We know we are better when all of our people are developed, engaged, and able to bring their whole authentic selves to work. We invest in the health and well-being of our workforce, train and reward talent, and develop leaders at all levels to bring out the best in each other.

Working for you

Our inventions have revolutionized energy for over a century. But to keep going forward tomorrow, we know we have to push the boundaries today. We prioritize rewarding those who embrace change with a package that reflects how much we value their input. Join us, and you can expect:

• Contemporary work-life balance policies and wellbeing activities
• Comprehensive private medical care options
• Safety net of life insurance and disability programs
• Tailored financial programs
• Additional elected or voluntary benefits

You will be eligible to participate in Company-sponsored benefit programs, including health & welfare programs and the Thrift Plan (401k). You will have a choice of coverage options that best suit your needs. Coverage options and contribution amounts are related to your benefit elections, base salary level, and specific requirements of each of these plans.

This position is eligible for our comprehensive and competitive benefits package, which can be found here, and is further eligible for additional forms of compensation such as bonuses subject to the terms of the applicable benefit plans or policies.