Job Description Summary
Post Sales support of customer issue. This can include repairs (both returns and field), technical support or a field service or other service request. Impacts departmental operations and responsible for planning/execution.
The role has some autonomy but is focused on execution of activities within an operating discipline covered by standard functional practices and procedures. Some judgment may be required but this is typically with guidance.
Job Description
Roles and Responsibilities
Own the resolution of post-sales technical customer issues. Level 1,2,3 Technical Support – Resolves post sales Technical Issues. As the technical depth required to resolve an issue increases, the "level" of skill set increases. For some products 1 individual may handle levels 1,2 and 3 while for other products these may be separate individuals with increasing skill sets.
Developing conceptual knowledge of professional discipline. May include support roles with specialized expertise or technical knowledge in broad area.
Applies general knowledge of business developed through education or past experience. Understands how work of own team contributes to the area.
Resolves issues using established procedures. Consults supervisor or more senior team members for issues outside of defined instructions/parameters.
Collaborates with others to solve issues. For customer facing roles, develops strong customer relationships and serves as the interface between customer and GE. Exchanges technical information, asks questions and checks for understanding.
Part of the job may also include tasks related to electrical consulting activities such as electrical studies, relay configurations, training to customers, etc.
Required Qualifications
This role requires advanced experience in the Services & Technical Support. Knowledge level is comparable to a Bachelor's degree from an accredited university or college (or a high school diploma with relevant experience) like degrees in Electrical Engineering or similar. Experienced similar roles will be highly valued.
Desired Characteristics
Strong oral and written communication skills. Demonstrated ability to analyze and resolve problems. Ability to document, plan, market, and execute programs. Established project management skills.
Strong communication skills for managing client interactions.
Deep knowledge of protection relays (any GE protection relays).
Deep knowledge in Micom portfolio relays.
Additional Information
Relocation Assistance Provided: No
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