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General Electric Staff Customer Support Engineer in San Ramon, California

Job Description Summary

The Staff Customer Support Engineer is responsible for resolving customers’ product, configuration, and application issues/questions for GE Solutions products. May include travel.

Note: This role can sit remotely within the United States

Job Description

Essential Responsibilities :

  • Ensure customers’ success by fostering a balanced relationship that benefits both GE and the customer with the goal of producing the highest level of customer support and satisfaction. In this role, you will:

  • Take a leadership role in strategizing with internal staff and customers to solve and prevent re-occurrence of issues.

  • Engage with customers on day to day issues; organize customer calls to facilitate implementation of solutions while adhering to change control, compliance protocols. Ensure solution does solve the customer’s issue.

  • Mentors staff in troubleshooting and analysis methods

  • Knowledge transfer – write user/technical documentation and case notes. Act as a technical resource for staff

  • Primary contributor to Knowledge Base system for customer specific issues that will benefit the greater customer and support team

  • Analyze and troubleshoot issues involving all aspects of GE solutions, including but not limited to user interface, network and communication connectivity and performance, interoperability, data collection/storage, visualization, analytics, associated control systems and interfaces to enterprise systems.

  • Own and manage personal caseload and perform case follow-up.

  • Troubleshoot and identify product problems for presentation to engineering for resolution or disseminates appropriate information necessary to correct issues.

  • Adhere to all Quality processes. Ability to be part of an on-call rotation for after business hour customer calls. Ability to travel to customer sites.

Qualifications/Requirements :

  • Bachelor’s Degree in Engineering or Computer Science with minimum of 4 years working experience

Eligibility Requirements:

  • Legal authorization to work in the U.S. is required. GE may agree to sponsor an individual for an employment visa now or in the future if there is a shortage of individuals with particular skills.

  • As a federal government contractor, GE requires U.S. employees to be fully vaccinated against COVID-19 unless you receive an approved medical or religious accommodation. Proof of vaccination will be required.

Desired Characteristics :

  • Direct experience installing, maintaining or supporting GE e-terra EMS/DMS products. Familiarity with User Interface, SCADA and Modeling tools. Knowledge of NERC CIP Standards. Knowledge of both Transmission and Distribution electrical grids.

  • Ability to work independently with minimum direction

  • Effective communication skills. Demonstrated ability to effectively interface with customers and cross-functional teams

  • Positive attitude when dealing with customers and co-workers in stressful situations.

  • Strong analytical and logical reasoning skills.

  • Familiarity with remote monitoring and diagnostics solutions and concepts

  • Sets an example in terms of quality, consistency and level of work, as well as work ethic and approach

Technical Expertise:

  • Expertise in analyzing and troubleshooting GE EMS /DMS systems

  • Working knowledge of TCP/IP protocols, IP addressing, routing, LAN, WAN, DNS, Active Directory, firewalls & switches as it applies to isolating and resolving reported issues in these areas.

  • Able to troubleshoot issues using a variety of tools.

  • Able to diagnose and solve intermediate to advanced issues using a variety of troubleshooting methods

Business Acumen:

  • Works independently to develop and implement a strategy that solves customer problems

  • Focuses on continuously providing value to customer

  • Maintains high levels of customer satisfaction across all issues. Addresses customer concerns quickly and effectively; at times, anticipates customer concerns before they become issues. Leadership:

  • Engages positively across multiple departments, GE businesses and customers to manage conflict and establish clarity, vision, and mutual trust in order to achieve a business goal. Models collaborative behavior to enlist these behaviors among team members, fostering an environment of openness and mutual trust.

  • Adjusts information (e.g. level of complexity) and story to align with audience. Produces functional area information in detail for cross-functional teams to utilize, using presentation and storytelling concepts. Informs stakeholders of key customer issues, identifies potential problems or conflicts and resolves them when necessary.

Personal Attributes:

  • Listens attentively; reads and exhibits proper body language in a collaborative setting to drive effective discussion; captures specific formation from the audience and validates it back to them for acceptance; ensures that the information was properly understood by reading verbal and non-verbal cues; asks both open and closed questions in a logical order to gather critical information.

#DTR

Additional Eligibility Qualifications :

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).

Additional Information

GE offers a great work environment, professional development, challenging careers, and competitive compensation. GE is an Equal Opportunity Employer (https://assets.phenompeople.com/CareerConnectResources/GE11GLOBAL/en_global/desktop/assets/images/poster_screen_reader_optimized_w_supplement.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).

As a federal government contractor, GE requires U.S. employees to be fully vaccinated against COVID-19 unless you receive an approved medical or religious accommodation. Proof of vaccination will be required.

Relocation Assistance Provided: No

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