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 needs to attend & troubleshoot SCADA system issues at Customer locations
• Candidate needs to ensure system availability as per contract provisions
• Confident to connect with internal & external stakeholders to get assigned jobs implemented

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).

Desired Characteristics

• Strong oral and written communication skills, with 2 to 5 years' experience.
• Ability to document, plan, market, and execute programs.
• Good understanding of SCADA system & related Database
• Understanding of SCADA System architecture and data flow (RTU to CFE)
• Good knowledge of various applications used in SCADA SystemsNote:
• 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.