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. Responsible for departmental operations planning/execution or is focused on execution of professional activities within a technical discipline. Functions with some autonomy but guided by established policies or review of end results.
The job allows modification of procedures and practices covering work as long as the end results meet standards of acceptability (quality, volume, timeliness etc.).

Job Description

Roles and Responsibilities

• Ensure customers’ success by fostering a balanced relationship that benefits both GE and the customer with the goal of producing the highest level of customer support and satisfaction. In this role, you will:
• Take a leadership role in strategizing with internal staff and customers to solve and prevent re-occurrence of issues.
• Engage with customers on day to day issues; organize customer calls to facilitate implementation of solutions while adhering to change control, compliance protocols. Ensure solution does solve the customer’s issue.
• Mentors staff in troubleshooting and analysis methods
• Knowledge transfer – write user/technical documentation and case notes. Act as a technical resource for staff
• Primary contributor to Knowledge Base system for customer specific issues that will benefit the greater customer and support team
• Analyze and troubleshoot issues involving all aspects of GE solutions, including but not limited to user interface, network and communication connectivity and performance, interoperability, data collection/storage, visualization, analytics, associated control systems and interfaces to enterprise systems.
• Own and manage personal caseload and perform case follow-up.
• Troubleshoot and identify product problems for presentation to engineering for resolution or disseminates appropriate information necessary to correct issues.
• Adhere to all Quality processes. Ability to be part of an on-call rotation for after business hour customer calls. Ability to travel to customer sites.

Required Qualifications

• Bachelor’s Degree in Engineering or Computer Science with minimum of 4 years working experience in Electrical Systems related to Distribution Management Systems.

Desired Characteristics

• Direct experience installing, maintaining or supporting GE e-terra DMS products including DMS, DNAF, OMS, Storm Assist and DER.
• Familiarity with User Interface, SCADA and Modeling tools.
• Knowledge of both Transmission and Distribution electrical grids.
• Working knowledge of TCP/IP protocols, IP addressing, routing, LAN, DNS, Active Directory, firewalls & switches as it applies to isolating and resolving reported issues in these areas.
• Ability to work independently with minimum direction
• Knowledge of NERC CIP Standards.
• Effective communication skills. Demonstrated ability to effectively interface with customers and cross-functional teams
• Positive attitude when dealing with customers and co-workers in stressful situations.
• Strong analytical and logical reasoning skills.
• Familiarity with remote monitoring and diagnostics solutions and concepts
• Sets an example in terms of quality, consistency and level of work, as well as work ethic and approach

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Additional Information

As a federal government contractor, GE may in the future be required to have U.S. employees fully vaccinated against COVID-19. Some GE customers currently have vaccination mandates that may apply to GE employees.