Customer Support Engineer at Forbes Marshall

About the Role

The Customer Support Engineer will work with internal teams across regions and be based at the Bhojsons PLC office in Nigeria, working alongside their team. The role involves:

• Leading field-based technical support, commissioning, and troubleshooting activities.
• Coordinating from the Bhojsons PLC office with their team to ensure smooth project execution and high customer satisfaction.
• Traveling to customer sites in Nigeria as required for commissioning, service support, and technical engagement.
• Supporting technical sales activities, AMC/spares growth, and value-based customer solutions.

Responsibilities

• Lead commissioning and installation of steam engineering products and systems, including steam control valves, controllers, flow meters, boilers, and energy conservation solutions.
• Provide on-site and remote troubleshooting, coordinating with the Bhojsons PLC team from their office to minimize downtime for customers.
• Act as the primary technical support contact for customer systems supplied through the channel partner.
• Support project execution by coordinating with internal teams across regions and from the Bhojsons PLC office during installation, testing, commissioning, and handover.
• Evaluate and verify warranty claims by assessing equipment condition, operating parameters, installation practices, and adherence to recommended guidelines.
• Generate and support proposals for Annual Maintenance Contracts (AMC) and Maintenance & Repair Operations (MRO) based on customer requirements and installed base analysis.
• Drive AMC and spares business by achieving assigned service sales targets through proactive technical engagement and value-based discussions.
• Assist customers in planning preventive maintenance activities and maintaining optimal spares inventory to ensure high uptime and reliable plant operations.
• Build and sustain strong customer relationships by acting as a trusted technical advisor for steam and thermal systems.
• Ensure customer satisfaction through timely response, effective issue resolution, and adherence to defined service KPIs in line with the company’s Customer Support & Delivery (CSD) policy.
• Plan and undertake customer site visits in Nigeria and other locations for commissioning, troubleshooting, audits, and service support activities.
• Represent the organization professionally at customer sites and during technical and commercial interactions.
• Prepare clear service visit reports, technical summaries, and action plans following commissioning, troubleshooting, and maintenance activities.
• Maintain accurate service records, documentation, and follow-up actions in line with internal service processes.
• Adhere to applicable safety standards, statutory requirements, and company-defined quality and service guidelines during all site activities.
• Coordinate closely with internal engineering, projects, sales, and service teams to ensure timely resolution of technical issues and effective customer support.
• Continuously update technical knowledge related to steam systems, products, and industry best practices to enhance service quality and effectiveness.

Qualifications

• Bachelor’s degree in Engineering (Mechanical, Chemical, Production, Electrical, or Instrumentation).
• 3 to 6 years of experience in steam systems, thermal engineering, or industrial process equipment support.
• Hands-on experience in plant operations, commissioning, and field service.
• Ability to read and interpret technical drawings, datasheets, P&IDs, and system documentation.
• Strong problem-solving skills with a safety-focused and structured approach.
• Ability to work independently in field roles, handle customer interactions, and coordinate with channel partners.
• Good communication and interpersonal skills for customer and cross-functional team engagement.
• Willingness and flexibility to travel to customer sites in Nigeria and other locations for commissioning, troubleshooting, and service activities.

Required Skills

• Technical expertise in steam systems and thermal engineering.
• Proficient in troubleshooting and problem-solving.
• Strong communication and interpersonal skills.
• Ability to work independently and collaboratively.

Preferred Skills

• Experience with industrial process equipment.
• Knowledge of energy efficiency practices.
• Familiarity with customer relationship management.