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General Electric Lead Engineer - Technical Application Engineering in Markham, Ontario

Job Description Summary

This individual will be a technical expert, customer focused and self-motivated in providing pre-sales and post-sales L3 support to regional teams of Grid Automation. As a Lead Customer Application Engineer you will be responsible for managing the overall technical issue resolution from inception to conclusion, involving creation of technical reports based on root cause analysis, and validation of corrective actions.

Job Description

Challenge:

The Global Applications team is responsible for providing expertise on the full portfolio of Grid Solutions Transmission and Distribution Product Lines.

The Global Utility Applications function has a global role in Grid Solutions, and has responsibility for both internal and external customers. The primary responsibility is for internal customers; in the case of external customers, all actions are done in full co-ordination with the Grid Automation (GA) Regions.

Main responsibilities:

  • Coordinate support activities with the Regional teams

  • Develop and maintain metrics to demonstrate team effectiveness in post-sales activities

  • Provide pre-sales and post-sales support to regional teams

  • Analysis of customer events, technical investigation involving reproduction of customer’s system

  • Write technical reports and perform root cause analysis

  • Write technical application notes, white papers, industry conference papers

  • Develop training material on product applications, and protection applications

  • Deliver hands-on training sessions and/or webinars for relay functions

  • Resolve field issues through execution of ACT actions

  • Provide analysis of new technology applications – product application verification and validation

  • Clear articulation and prioritization of customer issues and solutions

  • Interface with Engineering/Marketing/Quality/Manufacturing to gain needed support in driving customer issue to closure, in a timely and professional manner

  • Provide input to Product Management to drive product improvements

  • Drive product homologation activities, and product approvals (spec-in)

  • Assist on customer witness testing (FAT)

  • Prepare and update database of technical solutions based on findings related to customer issues

Qualifications:

  • Electrical Engineering degree or equivalent with minimum 10 years of related experience

  • Experience resolving complex technical issues with cross-functional teams

  • Innovative thinker with the ability to set up environments for investigating, reproducing, and root causing problems

  • Excellent ability to work well with internal teams, with a strong desire for customer satisfaction

  • Self-starter with exceptional analytical/problem solving and time management skills

  • Superior interpersonal and written/verbal communication skills

  • Experience with root cause analysis and technical report writing

  • Ability to prioritize and effectively handle multiple assignments

Desired characteristics:

  • Excellent background in protection and control, with emphasis on customer applications

  • Experience with CRM tools, customer interfacing and technical issue resolution skills

Additional Information

Relocation Assistance Provided: No

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