Customer Application Engineer

GE Vernova • Rochester Hills, MI

1d

About The Position

Grid Solutions, a GE Vernova business, is focused on bringing together technologies and expertise to help solve the toughest power system challenges, accelerating the global transition to a more resilient and reliable grid. Within Grid Solutions, GEV’s Critical Infrastructure Communications solutions deliver comprehensive networks that are designed to be secure, flexible, and tailored to meet customers’ objectives and unique geographic requirements. GEV supplies critical infrastructure communications, with a focus on energy, oil and gas, mining, water/wastewater, and transportation. This role covers the Level three technical support for GEV CIC Wireless and Optical portfolio globally based out of Rochester USA. The main interface points are the L1/L2 support teams from the GEV regions worldwide (Receiving support tickets) as well as the L4 Technology team in Rochester (Submitting support tickets). Part of this role is to maintain a platform in Rochester with the main GEV Wireless and Optical Products to facilitate the troubleshooting and the reproduction of the issues faced by L1/L2 to try and provide the solution before escalating to L4 when needed.

Requirements

• Bachelor’s degree or above.
• Fluent in English.
• Strong oral and written communication skills.
• Demonstrated ability to analyze and resolve problems.
• Experience in customer support ticketing tools.
• Familiar with Power utility and industrial environments

Nice To Haves

• Relevant professional experience in below fields: RF wireless (UHF, VHF, Cellular Wifi…): RF propagation studies.
• Antennas, duplexers, and other RF accessories characteristics.
• Signal modulations: QAM, FSK, OFDM…
• Cellular architecture 4G LTE, RAN, EPC…
• Layer 2 MAC connectivity.
• IP Networking (Switching, routing, VPN, QoS…).
• Network and device management.
• Cybersecurity basics: encryption certificates, firewalling…
• Troubleshooting: Hardware and software related.
• Experience in MPLS, SDH, SONET and other optical technologies experience is a definite plus. However, the “must have” criteria is professional experience in Wireless fields.

Responsibilities

• Global L3 after sales technical support for GEV Wireless and Optical portfolio.
• Maintain a test platform in Rochester to aid in the troubleshooting process.
• Technical coordination with internal/external clients.
• Technical coordination with the Technology Team (L4 support) when needed to resolve the client tickets.
• A secondary task for this role is to provide “on the Job training” for GEV operations team and provide technical support to ramp up the technical capabilities in regions where we are introducing the use of the wireless and optical portfolio (occasional international travel is required).
• Monthly KPI reporting.

Benefits

• medical
• dental
• vision
• prescription drug coverage
• access to Health Coach from GE Vernova, a 24/7 nurse-based resource
• access to the Employee Assistance Program, providing 24/7 confidential assessment, counseling and referral services
• GE Vernova Retirement Savings Plan, a tax-advantaged 401(k) savings opportunity with company matching contributions and company retirement contributions
• access to Fidelity resources and financial planning consultants
• tuition assistance
• adoption assistance
• paid parental leave
• disability benefits
• life insurance
• 12 paid holidays
• permissive time off

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level