Customer Support Engineer - EMS - eterra, Habitat

TATA Consulting Services•Seattle, WA

51d•$90,000 - $140,000

About The Position

Expertise in installing, analyzing and troubleshooting GE e-terra DMS and related products. Experience in modelling various electrical devices Able to troubleshoot issues using a variety of tools. Able to diagnose and solve intermediate to advanced issues using a variety of troubleshooting methods 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.

Requirements

Expertise in installing, analyzing and troubleshooting GE e-terra DMS and related products.
Experience in modelling various electrical devices
Able to troubleshoot issues using a variety of tools.
Able to diagnose and solve intermediate to advanced issues using a variety of troubleshooting methods

Responsibilities

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.

Benefits

Discretionary Annual Incentive.
Comprehensive Medical Coverage: Medical & Health, Dental & Vision, Disability Planning & Insurance, Pet Insurance Plans.
Family Support: Maternal & Parental Leaves.
Insurance Options: Auto & Home Insurance, Identity Theft Protection.
Convenience & Professional Growth: Commuter Benefits & Certification & Training Reimbursement.
Time Off: Vacation, Time Off, Sick Leave & Holidays.
Legal & Financial Assistance: Legal Assistance, 401K Plan, Performance Bonus, College Fund, Student Loan Refinancing.

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