NomadDesk

Lead Technical Support Specialist

Job Description Summary

Job Description Summary

Post Sales support of customer issue(s) for GE Vernova Monitoring and Diagnostic (M&D) equipment. Includes repairs (RMAs and field), technical support or other service requests.

This individual will be highly technical, organized, customer focused and self-motivated. The Technical Support Specialist will own the technical relationship with customers and be responsible for all activities of the case request from request creation to successful conclusion.

Job Description

Roles and 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 groups to drive customer issues to closure, in a timely manner and with a positive outcome
• Provide recommendations for repairs, upgrades and part replacements
• Maintain accurate records in the quality management, customer relationship management and ERP tools (Salesforce.com, ServiceMax, SAP etc.)
• Identify training opportunities and assume ownership for self-development and training of others
• 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 support level tier 1 and 2 cases
• Assume ownership, follow-through and resolution responsibilities for tier 3 and 4 type cases residing with local team or with product line
• Participate in product line meetings to present, update and drive resolution for open
• Schedule, lead and prepare customer case summary and metric reports for review with customers on a regular basis

• Engineering degree or Technologist Diploma and/or related work experience
• Minimum five years of industry experience (energy sector or transformer industry) or minimum five years in related field - Monitoring & Diagnostics - monitoring oil in transformer industry
• Very good knowledge of the GE Vernova Monitoring and Diagnostics devices.
• Innovative thinker with the ability to set up equipment and reproduce customer reported issue
• Flexible to work on-call, after hours support or modified hours of work to support customer specific situations

• Exceptional written/verbal communication skills
• Must be a quick learner, with the ability to develop strong product knowledge rapidly
• Ability to speak a second language is a plus
• Experience working on complex technical issues with cross-functional teams
• Self-starter with exceptional analytical/problem solving and time management skills
• Ability to build consensus of cross-functional teams to achieve a positive outcome
• Ability to prioritize and effectively handle multiple assignments while consistently meeting deadlines
• Results-oriented problem solver with the ability to work well under pressure with customers and all levels of staff
• Ability to clearly articulate and prioritize customer issues and solutions