Job Information
GE Vernova CIC – Support Application Engineer in Rochester, New York
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