Lead Technical Support Specialist
GE Vernova
•$89,300 - $148,700•Remote
About The Position
Lead Technical Support Specialist will be highly technical, customer focused and self-motivated in providing technical support for GE Vernova customers. You will own the technical relationship with customers and be responsible for all activities of the case request from request creation to successful conclusion.
Requirements
- Engineering degree or Technologist Diploma and/or related work experience
- Minimum 5 years of industry experience and 5 years in related field - Monitoring & Diagnostics.
- Very good knowledge of the GE Vernova Monitoring and Diagnostics devices.
- Innovative thinker with the ability to set up equipment and reproduce customer reported issue
- Flexible to work on-call, after hours support or modified hours of work to support customer specific situations
- Exceptional written/verbal communication skills
- Must be a quick learner, with the ability to develop strong product knowledge rapidly
- Ability to speak a second language is a plus
- Experience working on complex technical issues with cross-functional teams
- Self-starter with exceptional analytical/problem solving and time management skills
- Ability to build consensus of cross-functional teams to achieve a positive outcome
- Ability to prioritize and effectively handle multiple assignments while consistently meeting deadlines
- Results-oriented problem solver with the ability to work well under pressure with customers and all levels of staff
- Ability to clearly articulate and prioritize customer issues and solutions
Responsibilities
- Provide ongoing technical support and case management daily through phone, email and other forms of communication
- Investigate technical problems, reproduce issues as required, and interface with Product Line groups to drive customer issues to closure, in a timely manner and with a positive outcome
- Provide recommendations for repairs, upgrades and part replacements
- Maintain accurate records in the quality management, customer relationship management and ERP tools (Salesforce.com, ServiceMax, SAP etc.)
- Identify training opportunities and assume ownership for self-development and training of others
- Responsible for monitoring and reporting on cases escalated through the GA Non-conformance (ACT) process
- Prepare documentation and maintain knowledge data base of technical tips and technical resolution outcomes
- Maintain a status record and update critical case report of open issues for support level tier 1 and 2 cases
- Assume ownership, follow-through and resolution responsibilities for tier 3 and 4 type cases residing with local team or with product line
- Participate in product line meetings to present, update and drive resolution for open
- Schedule, lead and prepare customer case summary and metric reports for review with customers on a regular basis
Benefits
- medical
- dental
- vision
- prescription drug coverage
- Health Coach from GE Vernova, a 24/7 nurse-based resource
- 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
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
Associate degree
