Lead Services Specialist - M&D

Job Description Summary This role supports our field service operations for M&D India and its neighbouring countries. Daily activities include Collaborating with field service engineers and customers to arrange technical support for asset monitoring and diagnosis products. Assisting with RMAs (Return Material Authorizations) and directing inquiries to product experts. Utilizing SFDC/Service Max and Microsoft Office Suite for daily tasks. The role functions with some autonomy but is guided by established policies or review of end results. It allows for the modification of procedures and practices as long as the end results meet standards of acceptability in terms of quality volume and timeliness.

Job Description

Roles & Responsibilities

• To lead as an M&D (Monitoring and Diagnostics) Customer application Engineer you will support Field service engineers and customer to diagnosis and troubleshoot the asset monitoring equipment.

• Provide bothexternalandinternal timelyaccurateand professionalreports.

• Acts as expert consultant to guide customer and field engineers carried out technical support incompliancewithGE Vernova standards.

• Be aprimarytechnical resource foron-site workand take the lead inresolvingengineeringand product quality issues.

• Troubleshoot analyse and resolve complex customer issues onsite and via other mode of communication.

• Provide necessary technical details and improvement recommendations to R&D Quality teams for product and process improvements.

• Become the local and regional product expert to support customers and channel partners in their planning execution product training and services support.

• Become an expert in utilizing one of the best customer case management tools Salesforce own & deliver the resolution of post-sales technical customer issue cases.

• Be autonomous to make decisions within a defined framework. Resolve issues in situations that require good technical knowledge and judgment within established procedures. Consult more Manufacturing unit support for issues outside of defined instructions/parameters.

• Liaise and communicate effectively withthe Services Leader Product Management Service Team Customers Channels OEMs and Sales Team to provide superior customer support.

• Ensure personal compliance with applicable regulations and encourage good employee safety practices.

• Provide technicaldirectiontoskilled staffand channels performing work oncustomer sites toassure theexecutedworkreflects thetechnical requirementsand quality standards ofthesold product.

• Effectively communicate the quality issues and other requirements.

• Basic understanding of key business drivers; uses this understanding to accomplish own work. Good understanding of how work of own team integrates with other teams and contributes to the area.

Required Qualification/Skills

• Bachelor degree in electrical and Electronics engineering or Control & Instrumentation Engineering from an accredited university or college

• At least 6 additional years of experience in Application / Engineering / Commissioning of Power Transformer and asset monitoring systems.

• Essential experience knowledge and demonstrated practical skills in Power Transformer Substation Protection and Communication protocols across all aspects of Design Configuration Testing and Commissioning.

• Preferable to have Knowledge on Power Transformer diagnosis method and tools Legacy Communication Protocols and ability to communicate clearly on these topics across a wide diverse Customer.

• R-English W-English & S-Hindi / Fluent English skills both verbal and written are required. Know to any other languages will be added advantages.

• Self-motivated with positive mindset and strong influencing skills.

• Flexibility ready to travel (Max of 30% - 40% average Travel).

Desired Characteristics

• Experience with Power Transformer and Substation Asset monitoring and diagnosis equipment: general service experience within the M&D Kelman product line is an advantage.

• Experience with installation maintenance programs and diagnosis for Power Transformers.

• Strong communication skills Ability to document plan market and execute programs.

• Effective problem identification and solving skills.

• Prior Field Service work experience.

• Strong oral and written communication skills.

• Strong interpersonal and leadership skills.

• Demonstrated ability to analyze and resolve problems. Demonstrated ability to lead strategic programs.

Additional Information