General Electric Customer Support Engineer Specialist in Noida, India
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.
Roles and Responsibilities
- Primary responsibility to stay at site or at Noida during the office hours for maintenance support on SCADA/DMS system Software/Hardware /networking/ IT applications and if required, travel to client site.• Responsible for coordination with Site engineers for providing advanced level support for the Incident and Help to maintain real-time system availability (SLA).• Responsible for the quick response and should be available 24x7 to address the critical incidents.• Responsible for troubleshooting, root cause analysis of the issue for a permanent solution for a problem identified by a site engineer.• Responsible for coordination with Project/R&D/Expert Team for Advance level support in specific cases.• Responsible for Preparing and maintaining the required project related documents for Project maintenance phase such as Warranty status of equipment, Software deliverables media, IP list with user credentials etc.• Responsible to play a lead role in delivering presentations on complex matters to both internal and external customers as required.• Responsible for Monitoring and Keeping a record of the Preventative Maintenance activity at each site.• Responsible for Following up the online incident reporting system (CW-Tool) for any open issues.• Responsible to provide the additional support for project punch point closure.• Responsible to carry out duties in accordance with EHS policies and Company Ethics.• Responsible for taking technical interview/Assessment of for a new employee.• Responsible to provide the technical training to the customer as per requirement.• Responsible for resource development/Knowledge sharing/technical training for new employee/site engineers/peers.• Open to relocate for PAN India site deputation (temporary / permanent) on need basis.
This role requires basic experience in the Services & Digital Customer Support Engineering. Knowledge level is comparable to a Bachelor's degree from an accredited university or college ( or a diploma with relevant experience).
Bachelor's degree [in Electrical / Computer / Electronics] from an accredited university or college (or a diploma / GED with at least 3 years of experience in Job Family Group(s)/Function(s)).
- Strong oral and written communication skills. Ability to troubleshoot & document, plan, execute for SCADA/EMS/WAMS issues.
Relocation Assistance Provided: No