Customer Support Engineer Analyst

Job Description Summary

Provides expertise in sustained customer success and growth in the post-sales customer lifecycle through training, professional services, technical support, renewals, outcome attainment, retention, expansion, and customer advocacy with a Digital focus. Impacts quality of own work and the work of others on the team. Executes standard operational/technical tasks typically subject to instructions and work routines. There is latitude to rearrange the sequence to complete task/duties based on changing work situations.

Job Description

Roles and Responsibilities

• Research and troubleshoot issues involving all aspects of the GE Digital solutions, including but not limited to configuration, user interface, network and communication connectivity and performance, Cloud and on- premise component interoperability, data collection/storage, visualization, analytics, machine monitoring software and associated control systems, hardware infrastructure, and interfaces to enterprise systems such as ERP, PLM and Quality.
• Broadening knowledge of own technical discipline to execute policy/strategy. May include support roles with specialized technical field of knowledge; still acquiring higher level knowledge and skills.
• 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.
• May have some autonomy to make decisions within a defined framework. Resolves issues in situations that require good technical knowledge and judgment within established procedures. Consults more senior team members for issues outside of defined instructions/parameters.
• A job at this level requires good interpersonal skills and may be required to lead a junior team. For customer facing roles, develops strong customer relationships and serves as the interface between customer and GE. Explains technical information to others.
• Candidate to ensure system availability as per contractual definitions
• Confident to align with internal and external stakeholders to implement assigned jobs
• Candidate to ensure SCADA system functionalities with IT system in healthy condition

Required Qualifications

• For roles outside of the USA- This role requires basic experience in the Services & Digital Customer Support Engineering. Knowledge level is comparable to a bachelor's degree from an accredited university or college (or a high school diploma with relevant experience).
• For roles in USA - Bachelor's degree [in X discipline(s)] from an accredited university or college (or a high school diploma GED with at least 6 years of experience in Job Family Group(s)/Function(s)).

Desired Characteristics

• Strong oral and written communication skills with 2 to 5 years' experience.
• Ability to document, plan, market, and execute programs.
• Shall have good understanding of SCADA system applications and related database
• Sound knowledge of SCADA System architecture
• Good understanding of RTU to CFE data flow