Roles and Responsibilities
The Lead Technical Support Specialist develops practical and innovative ways to identify and meet goals. In this role you are responsible for work that is less defined in scope, utilize your understanding and experience to execute business objectives, and have the ability to effect short-term and some long-term business goals.
Primary GE representative, provide remote technical support for customer or project site.
Tech Support Engineer should be always available on-call, including out of normal business hours, holidays, and weekend.
Provide technical assistance for Medium Voltage and Low Voltage variable speed drives with Medium Voltage Switchgear, PLC automation in various business segments such as Power Plants, Metals, Marine, Oil & Gas, Test Benches, Material handling, etc.,
Respond to the customer once get the call or email thru hotlines within 4 hours duration.
If remote technical assistance not feasible/ taking long time/complex issues, travelling to domestic site within 24 hours and internationally within 48 hours of problem reported.
Support to customer technical queries, finding the root causes, troubleshooting, and diagnosing complex technical issues, resolving the problem in a timely manner.
Follow up with customers to ensure their technical issues are resolved.
Escalate the complex case issue to next level for engineering support, safety and quality team based on issue/case type, follow-up with them to provide concrete solution to customer.
Record the case description, technical issue, solution provided to customer for tracking.
Provide technical instruction and assistance to the customer/Project site field service engineer regarding installation, operation, calibration, repair, and maintenance at customer’s sites.
Maintain strong safety mindset to assure the executed work reflects the technical requirements within GE safety standards
Knowledge to troubleshoot and provide routine maintenance checkout for wide range of equipment vintage
Apply Six Sigma analytical tools to assist the customer with proactive reliability and management. Perform Root Cause Analysis (RCA)
Assist customer with improving reliability and reducing cost of ownership.
Provide single point of contact to the customer, customer team, and all other GE stakeholders
Assist customer with spare parts ordering & issues resolution
Masters/ Bachelors/Diploma Degree from accredited college / university in Electrical Engineering or allied Engineering.
7 – 20 years of relevant experience
Should have process knowledge of Metal / Marine / Oil & Gas / Test Bench / Material Handling / Power Plant domain.
Knowledge in Power Electronics, High Voltage Equipment & PLC
Work experience on MV/LV drives, PLC automation.
Strong oral and written communication skills.
Strong interpersonal and leadership skills.
Ability to effectively prioritize and execute tasks in a high-pressure environment.
Strong Problem solving & Troubleshooting skills
Experience in using Six Sigma tools for continuous improvement
Ability to design, sell and implement process improvements
Proactive self-starter and change agent & ability to work under stress environment
Cross functional, ability to work on matrix environment, and international team experience
Effectively communicate across all organizational levels, departments, and functions
Demonstrated technical aptitude and business acumen.
Note: Should have experience with P80i software and MV7000 drives.
GE (NYSE:GE) drives the world forward by tackling its biggest challenges. By combining world-class engineering with software and analytics, GE helps the world work more efficiently, reliably, and safely. GE people are global, diverse and dedicated, operating with the highest integrity and passion to fulfill GE’s mission and deliver for our customers.
GE is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other characteristics protected by law.
Disclosure of your Gender or Sexual orientation is completely Voluntary and not mandatory.
Relocation Assistance Provided: No
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