Job Description

Post Sales support of customer issue(s) for GE Vernova Monitoring and Diagnostic (M&D) equipment. Includes repairs (RMAs and field), technical support or other service requests.

This individual will be highly technical, organized, customer focused and self-motivated. The Technical Support Specialist will own the technical relationship with customers and be responsible for all activities of the case request from request creation to successful conclusion.

Roles and Responsibilities:

• Provide ongoing technical support and case management daily through phone, email and other forms of communication
• Investigate technical problems, reproduce issues as required, and interface with Product Line groups to drive customer issues to closure, in a timely manner and with a positive outcome
• Provide recommendations for repairs, upgrades and part replacements
• Maintain accurate records in the quality management, customer relationship management and ERP tools (Salesforce.com, ServiceMax, SAP etc.)
• Identify training opportunities and assume ownership for self-development and training of others
• Prepare documentation and maintain knowledge data base of technical tips and technical resolution outcomes
• Maintain a status record and update critical case report of open issues for support level tier 1 and 2 cases
• Assume ownership, follow-through and resolution responsibilities for tier 3 and 4 type cases residing with local team or with product line
• Participate in product line meetings to present, update and drive resolution for open
• Schedule, lead and prepare customer case summary and metric reports for review with customers on a regular basis

Required Qualifications:

• Engineering degree or Technologist Diploma and/or related work experience
• Minimum five years of industry experience (energy sector or transformer industry) or minimum five years in related field - Monitoring & Diagnostics – monitoring oil in transformer industry
• Very good knowledge of the GE Vernova Monitoring and Diagnostics devices.
• Innovative thinker with the ability to set up equipment and reproduce customer reported issue
• Flexible to work on-call, after hours support or modified hours of work to support customer specific situations

Desired Characteristics

• Exceptional written/verbal communication skills
• Must be a quick learner, with the ability to develop strong product knowledge rapidly
• Ability to speak a second language is a plus
• Experience working on complex technical issues with cross-functional teams
• Self-starter with exceptional analytical/problem solving and time management skills
• Ability to build consensus of cross-functional teams to achieve a positive outcome
• Ability to prioritize and effectively handle multiple assignments while consistently meeting deadlines
• Results-oriented problem solver with the ability to work well under pressure with customers and all levels of staff
• Ability to clearly articulate and prioritize customer issues and solutions

Additional Information

#LI-Remote - This is a remote position