Job Information
GE Vernova Technical Application Specialist, P&C Technical Support in Markham, Ontario
Job Description Summary
This individual will be highly technical, customer focused and self-motivated in providing expert technical support for GE Grid Solution customers. 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
Performing customer site visit meetings for quality review, including on-site service with short notice
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
Monitor and assume leadership resolution responsibilities for tier 3 and tier 4 type cases residing with local team or with product line
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 on a quarterly basis or as required
Identify firmware issues on relays and diagnose with testing
Maintain professional demeanor and interact at all levels of customer organization
Ability and willingness to travel up to 25% of the time
Required Qualifications
Bachelor’s degree in Electrical Engineering or Technology from an accredit university or college
Minimum of 5 years of related work experience
Desired Characteristics
Conveys an understanding of industrial and utility protection, control and communications applications
Flexible to work on-call, after hours support or modified hours of work to support customer.
Minimum 2 years of experience in power system protection and control
Experience using GE Multilin Protection and Control products
Power system automation and communication expertise
Protection and control testing experience using secondary injection methods
Ability to perform post fault power system fault analysis and recommend settings or application modifications
Hands on expertise in configuring and troubleshooting protection and control systems
Experience configuring and troubleshooting 61850 based protection systems
Demonstrates practical experience with protective relay settings, features and network communications
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
Demonstrated proficiency in Microsoft Office applications
Additional Information
Relocation Assistance Provided: No