End User Support Engineer

Job Description Summary

The GE cloud and applications support team is seeking experienced Software Support professionals to provide Technical Support for APM and industrial applications. The Customer Support Engineer is responsible for providing best-in-class” customer experience for collaboration and digital workplace technologies and should have experience with supporting applications on the cloud that have services-based architectures. This position will be responsible for both working directly with customers, as well as providing technical leadership and to facilitate the adoption of new technologies and tools.

Job Description

Job Description

Essential Responsibilities:

In this role, you will:

1. Define the system IT architecture (with historian, OSISoft PI etc. interfaces), deploy the digital solution to stream the data to GE’s cloud platform.

2. Perform site survey sensor gap assessment to identify the existing sensors and define the missing ones to run the appropriate predictive models. Set-up the remote connectivity from the site to GE’s Cloud platform.

3. Analyze data from power plants to formulate data-driven insights and recommendations to increase the productivity and profitability of the plants. Provide initial triage, with goal to handle more issues over time with familiarity/skillset.

4. Gather complete and accurate information on the nature, complexity, and urgency of customer issues and accurately records all information in customer contact software.

5. Identify processes and applications having problems, scan through error logs and source code, help determine reproduction paths.

6. Take ownership and resolve escalated product issues via telephone, email, or in-person, meeting or exceeding stated Service Level Agreement (SLA) timeframes.

7. Regularly execute case management best practices through clear and timely documentation of customer contact, written or verbal, in the knowledge management system.

8. Clearly communicate technical responses to customers' ensuring the understanding of the steps needed to resolve issues reported to the technical support center.

7. Work closely with the management for issues that require escalation. This includes detailed review of previous troubleshooting steps, workflow process, error messaging and testing.

8. Research existing knowledge base articles, issue tracking system, and product documentation for existing answers to known issues resulting in increased first contact closure rates. Actively contribute to the knowledge database through the creation of articles when unknown issues are resolved.

9. Maintain an in-depth understanding of GE's products, support protocols, customer contact software and departmental procedures.

10. Consistently display an enthusiastic, positive, and professional attitude in both words and actions.

11. Proactively reduce future support burden through identification of improvement opportunities.

12. Participate in key initiatives as a project member executing defined tasks to achieve defined project goals. Resolve day-to-day issues related to strategy implementation. Escalates issues that impact the client and/or strategic initiatives.

Education Qualification

1. Bachelor’s degree with emphasis in Computer Science, Information Systems or a similar field.

2. 3years of documented customer applications engineering support in a technical support environment.

3. Ability to work with clients and other groups within the company in resolving issues.

4. SQL database inquiry scripting and maintenance; Industrial server software application installed, managed and maintenance.

5. Applied knowledge of common service practices and customer handling techniques.

6. Familiar with PC hardware, software, operating systems, communications, and data protocols.

7. Must have hands-on experience in query writing, using Splunk.

Business Acumen

1. Ability to manage to aggressive deadlines while staying true to strategic outcomes.

2. Ability to communicate effectively with technical and non-technical communities.

3. Ability to understand and communicate complex business, and technical concepts clearly and accurately.

Personal Attributes

1. Demonstrated ability to deliver on-time and on-budget.

2. Uses critical thinking skills and disciplined approaches to help leaders and leadership teams resolve issues and define solutions.

5. Excellent communication skills and the ability to interface with customers with confidence and clarity.

6. Ability to work independently on projects and a sharp eye for detail.

7. Highly collaborative, team-oriented individual.

8. Positive, enthusiastic and confident attitude.

This Job Description is intended to provide a high level guide to the role. However, it is not intended to amend or otherwise restrict/expand the duties required from each individual employee as set out in their respective employment contract and/or as otherwise agreed between an employee and their manager.

Note

To comply with US immigration and other legal requirements, it is necessary to specify the minimum number of years' experience required for any role based within the USA. For roles outside of the USA, to ensure compliance with applicable legislation, the JDs should focus on the substantive level of experience required for the role and a minimum number of years should NOT be used.

This Job Description is intended to provide a high level guide to the role. However, it is not intended to amend or otherwise restrict/expand the duties required from each individual employee as set out in their respective employment contract and/or as otherwise agreed between an employee and their manager.

Additional Information

Relocation Assistance Provided: Yes