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Job Description Summary

The Support Application Engineer (SAE) will be highly technical, customer focused and self-motivated in providing expert technical support for GE Grid Solution customers in a presales and post sales environment. The Technical Support Specialist will be responsible for building relationship with customers and for leading and managing all activities from inception of a customer request to successful conclusion.

Job Description

Essential 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 teams to drive customer issues to closure, in a timely manner with a positive outcome

• Provide recommendations to customer for upgrades of obsolete products

• Maintain accurate records in the quality management and customer relationship management tools (CRM)

• Identify training opportunities and assume ownership for self-development and training of others

• Responsible for monitoring and reporting on cases escalated through the entire GE 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 all tier and severity type customer issues

• Participate in product line meetings to present, update and drive resolution for open requests

• Schedule, lead and prepare customer case summary and metric reports for review with customers as required

• Identify software and firmware issues through diagnosis and testing

• Maintain professional demeanor and interact at all levels of customer organization

• Identify and support wireless communication and hardware problems.

• Ability and willingness to travel up to 25% of the time

Required Qualifications:

• Bachelor's Degree in Electrical Engineering from an accredited college or university or equivalent experience in the industrial communications industry

• Minimum 2 years of experience in industrial communications

Desired Characteristics:

• Conveys an understanding of industrial and utility automation, control and communications applications

• Flexible to work on-call, after hours support or modified hours of work to support customer

• Basic understanding of IP Addressing and Subnetting along with the OSI Model

• Experience using GE communication products.

• Experience with MODBUS and/or DNP3

• Hands on expertise in configuring and troubleshooting industrial communication systems

• Networking certifications such as CCNA or COMPTIA

• Work efficiently without direct supervision

• Strong problem-solving skills

• Flexible and adaptable; open to change and modification of tasks

• Able to share ideas and work well in a team environment and takes a proactive approach to tasks - displays initiative

• Strong organizational & communication skills and a proactive and open approach to conflict resolution

• Customer focused attitude with proven positive results

• Ability to prepare and present technical presentations, white papers, and case studies at industry conferences

• Demonstrated proficiency in Microsoft Office applications

• Ability to use RF diagnostic equipment such as spectrum analyzers.

Additional Information

GE offers a great work environment, professional development, challenging careers, and competitive compensation. GE is an Equal Opportunity Employer (https://www.eeoc.gov/sites/default/files/2022-10/22-088_EEOC_KnowYourRights_10_20.pdf) . 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.

GE will only employ those who are legally authorized to work in the United States for this opening. Any offer of employment is conditioned upon the successful completion of a drug screen (as applicable).

Relocation Assistance Provided: No