Customer Support Engineer

Job description

3115528
Additional Cities

All
Career Level

Experienced
Relocation Assistance

No
Business

GE Power
Business Segment

Power Power Services
Function

Engineering/Technology
Country/Territory

United States
Additional States/Provinces

Alabama, Alaska, American Samoa, Arizona, Arkansas, California, Colorado, Connecticut, Delaware, District of Columbia, Florida, Georgia, Guam, Hawaii, Idaho, Illinois, Indiana, Iowa, Kansas, Kentucky, Louisiana, Maine, Maryland, Massachusetts, Michigan, Minnesota, Mississippi, Missouri, Montana, Nebraska, Nevada, New Hampshire, New Jersey, New Mexico, New York, North Carolina, North Dakota, Northern Mariana Islands, Ohio, Oklahoma, Oregon, Pennsylvania, Puerto Rico, Rhode Island, South Carolina, South Dakota, Tennessee, Texas, United States Minor Outlying Islands, Utah, Vermont, Virgin Islands, U.S., Virginia, Washington, West Virginia, Wisconsin, Wyoming
Postal Code

30339-8402
Role Summary/Purpose

The Customer Support Engineer (CSE) role is specifically dedicated to a top Power Services Americas customer account. The CSE acts as the technical leader and customer advocate, with the primary goal to deliver positive customer outcomes. He/she works as a strategic partner with PS Operations, Sales, Product Line, and Engineering teams to identify and lead customer technical initiatives driving reliability, productivity, and growth.

Essential Responsibilities

As the Customer Support Engineer you will be charged with owning and growing the technical relationships with customer personnel at the site and executive levels, while supporting the blueprint commitments of his/her PS Operations and Sales counterparts:

·  Own the overall technical relationship with assigned customer
·  Proactively engage customers to identify current and potential customer concerns, and strategically align/lead actions to address them
·  Provide engineering leadership and support for severe events, forced outages, customer issue escalations, root cause analyses (RCAs), customer technical projects, and customer meetings
·  Partner with PS Operations, Quality, Sales, Product Line, and Engineering functional teams to drive targeted, specific corrective actions and improvements – at site level or fleet level as appropriate
·  Grow the customer relationship into a trusted partnership. Understand and act on customer needs at all levels, from flawless outage planning/execution to digital strategies and solutions

Qualifications/Requirements

·  Bachelor’s degree in Engineering or equivalent experience
·  Minimum 8 years experience in thermal power plant field service, design engineering, services engineering, customer support, or Operations & Maintenance

Desired Characteristics

·  Excellent communication/presentation skills
·  Minimum 2 years of power generation Field Engineering experience
·  Master’s Degree in Mechanical, Aerospace, or Electrical Engineering
·  Strong technical aptitude and analytical skills; good problem solver
·  Communicates complex messages clearly and concisely
·  Successful track record leading teams in a matrix; ability to influence in all directions
·  Experience in customer-facing leadership roles, with demonstrated positive customer outcomes
·  Able to quickly identify the critical few priorities and develop action plans
·  Able to manage multiple projects simultaneously and proactively update stakeholders
·  Anticipates customer needs and ensures they are met
·  Measures processes and performance through the customer's eyes
·  Self-directed with demonstrated analytical approach to problem solving
·  Is willing to go deep into details as necessary to ensure a positive outcome
·  Displays good interpersonal skills - is proactive, accessible, and approachable
·  Builds loyalty and commitment

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About Us

GE Power is a world leader in power generation with deep domain expertise that helps customers deliver electricity from a wide spectrum of fuel sources. We are transforming the electricity industry with the digital power plant, the world’s largest & most efficient gas turbine, full balance of plant solutions and our data-leveraging software. Our innovative technologies and digital offerings help make power and water more affordable, reliable, accessible and sustainable.
GE offers a great work environment, professional development, challenging careers, and competitive compensation. GE is anEqual Opportunity Employer . Employment decisions are made without regard to race, color, religion, national or ethnic origin, gender (including pregnancy), sexual orientation, gender identity or expression, age, disability, veteran status or any other characteristics protected by law.
Additional Eligibility Qualifications

GE will only employ those who are legally authorized to work in the United States for this opening.
Primary Country

United States