General Electric Digital Customer Support Engineer – Plant Applications & MES in Foxborough, Massachusetts
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. Accountable for the quality of own work. Subject to direct operations supervision/prescribed work instructions/systems checking. Executes within a well-defined operations framework. There is generally a step by step sequence of standard operational tasks which need to be followed to achieve an end result.
Research and troubleshoot issues involving all aspects of the GE Digital solutions, including but not limited to user interface, network and communication connectivity and performance, Cloud and on- premise component interoperability, data collection/storage, visualization, analytics, machine monitoring software and associated control systems, hardware infrastructure, and interfaces to enterprise systems such as ERP, PLM and Quality.
Troubleshoot and identify product problems for presentation to engineering or Cloud infrastructure teams for resolution or disseminates appropriate information necessary to correct configuration issues.
Uses advanced troubleshooting techniques, clinical knowledge and/or programming skills to make needed modifications to customer database to ensure information integrity for the customer
Supports product or application with little or no assistance, while maintaining a high level of quality following all GED department standards
Understands and follows corporate and departmental standards
Adheres to and advances the use of debugging techniques, tools, and documentation. Expert in the use of a wide range of debugging techniques
Analyzes and resolves complex application/software issues with minimum assistance
Assists in conducting business evaluations and document findings in the agreed upon turn-around times
Serve as an escalation point within the team to increase knowledge and decrease escalations
Acts as a resource, coach, and mentor as applicable, including serving as a functional resource to staff and customers
Identify knowledge gaps and trends to develop training and build the skills of fellow engineers
Displays in-depth knowledge to support multiple products or suites with little or no assistance, while maintaining a high level of quality and following all GED department standards
Has a concentration in/familiarity with other applications to develop integration expertise
Maintain detailed case notes throughout the lifecycle of the case.
Contribute to internal and external technical documentation.
Meets with customers as necessary, analyzes their needs, and provides insight into products and their functionality
May be required to work overtime, on-call, weekends, and holidays
Identify and report any personal quality or compliance concerns immediately to the Quality Organization
Participate in continuous improvement activities by identifying and appropriately escalating process and product quality gaps, providing solutions when possible
Provides advanced customer support in 24x7 environment
Minimum of 3 years’ experience working with Proficy Plant Applications in a support, integration, administration, or daily user role.
Bachelor's Degree in Computer Science or “STEM” Majors (Science, Technology, Engineering and Math) or equivalent work experience.
Able to legally work in the United States or Canada. This position can work remotely within the United States or Canada.
Effective written and oral communication skills in English.
Ability to work independently with minimum direction
Effective communication skills. Demonstrated ability to effectively interface with cross-functional teams
Strong customer-service skills
Highly motivated team-player
Prior project or technical leadership experience
Demonstrated ability to train/mentor peers
Ability to stay calm in pressurized situations and coach people through solving problems
Ability to drive improvements in efficiency
Knowledge of GE Digital products
Familiarity with remote monitoring and diagnostics solutions and concepts.
Exceptional troubleshooting, customer service, and analytical skills.
Sets an example in terms of quality, consistency and level of work, as well as work ethic and approach.
Knowledge of Microsoft SQL Server tables, queries, and stored procedures. Experience with SQL database administration is a plus.
Experience with representational state transfer (REST) APIs.
Knowledge of Linux and Docker.
Experience with cloud platforms like AWS and Azure.
Knowledge of or experience in manufacturing processes and Manufacturing Execution Systems (MES).
Basic knowledge of one or more process historian packages, e.g., GE Historian, OSI PI.
Understands architecture types, principles, patterns, terminologies and tools. Understands the architecture development process & methods. Understand the current level of adoption of the architecture best practices on per program basis.
Aware of need to develop and present recommendations in a manner that is simple for others to act upon; Uses basic data analysis to make decisions.
Follows prescribed guidelines, protocol, procedures. Understands prerequisites. Can identify gaps or exceptions to procedures and when to escalate issues. Able to achieve most tasks using own judgment, but needs assistance to understand some details. Understands value of getting feedback from customers and stakeholders. Understands and adheres to quality requirements.
Demonstrates familiarity with and adherence to basic content/workflow processes and knowledge tools available within the organization. Leverages existing knowledge to drive issue resolution. Contributes to knowledge adoption leveraging best practices.
Goes above and beyond for the customer; builds a good customer relationship to best understand customer needs.
Addresses all customer concerns/issues in a timely and satisfactory fashion.
Understands how the business solves the problem in specific domain areas using the technology.
Completes assigned tasks on time and with high quality. Takes independent responsibility for assigned deliverables.
Discerns and understands own role in team and in relationship to their function. Recognizes collaborative behavior and participates in collaborative activities. Accepts team membership and identifies with team goals. Does not impede collaboration. Elicits ideas from others to improve the work group's capabilities. Builds & maintains strong relationships with team members.
Communicates clear, concise, and relevant information to groups large and small. Distills information down to key points. Uses relevant and appropriate presentation techniques and adjusts message to audience.
Recognizes criticality of an event or service interruption based upon organization definitions. Follows established set of organizational escalation procedures. Works with business units to determine mission critical applications.
Guides the conversation in a constructive manner; asks questions to uncover the critical information required to make decisions.
Seeks to understand problems thoroughly before implementing solutions. Asks questions to clarify requirements when ambiguities are present. Implements clean, concise solutions that address the requirements at hand.
Pursues projects with energy, drive and a need to finish.
Fosters a strong working relationship with customer in order to generate a clear understanding of their needs and concerns; possesses ability to think from clients’ perspective.
The salary range for this position is 80k - 120k USD Annual. The specific salary offered to a candidate may be influenced by a variety of factors including the candidate’s experience, their education, and the work location. In addition, this position is eligible for [a performance bonus/variable incentive compensation/equity]. Available benefits include Medical, Dental, and Vision. *Please note, the benefits can be Health, Medical, 401K, Paid Leave.
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
#LI-Remote - This is a remote position