Customer Support Engineer

Job Description Summary

The Customer Support Engineer is responsible for customer support in Algeria for GEVernova Grid Solutions portfolio (Protection, Control, Critical Infrastructure telecommunication, Monitoring & Diagnostics). He/She will own the resolution of project and post-sales technical customer issues. Level 1,2 Technical Support - Resolves post sales Technical Issues. As the technical depth required to resolve an issue increase, the "level" of skill set increases

Job Description

Roles and Responsibilities

• Developing in-depth knowledge of a technical discipline. Uses prior experience and acquired technical expertise to execute policy/strategy.
• Knowledge on the Power System elements.
• Understanding of key business drivers; uses this understanding to accomplish own work. Understanding of how work of own team integrates with other teams and contributes to the area.
• Uses some level of judgment and has ability to propose different solutions outside of set parameters but with guidance. Uses prior experience and on-the-job training to solve straightforward tasks. Has access to technical skills and analytic thinking required to solve problems. May use multiple internal sources outside of own team to arrive at decisions.
• Supports internal clients within organization
• EHS, ensure work is conducted in compliance with applicable regulations and encourage accurate employee safety practices
• Responsible and accountable for creation of opportunities based on installed base, and market information.
• Territory - Algeria...
• Product Problems / Non-quality Issues: Take the lead in investigating and resolving product problems reported when requested by customers (L1). Support local actions required for resolution of major non-quality issues
• Product Management: Be aware of product absolutions, new product availability etc. and provide appropriate customer support in line with regional strategy. Keep track of firmware upgrades, changes in product features etc. and participate in necessary local actions. Support customers vis-à-vis product literature needs.
• Fully responsible for repair/modification of products.
• Meet KPIs for customer requests resolution and product repairs time & quality (any level of complexity) as set by the business, and actively suggest on how to improve
• Support the region (when requested) in providing technical support and be a trusted advisor to customers.
• Promote Maintenance service agreements (MSA) offering in coordination with the GA Service PL, co-owning plans, and actions with the goal of expanding our activities in the regions, segments, and accounts.
• Provide both external and internal timely, accurate, professional reports
• Collaborate and coordinate with Product Management, Technology, Global Supply Chain, and other divisions of the Product Line to provide them with quality inputs for any future improvements in our processes, products and solutions
• A candidate shall be deployed initially, and not less than 2 years with Operations team on the commissioning, engineering tasks to get to know GE equipment an solution.

• Minimum 2+ years in Applications/Engineering/commissioning of protection and control in transmission, distribution, industrial and power plants environments
• Hands on experience in GE products
• Electronics/Electrical Engineering degree (BS/MS) or equivalent with Experience in Energy/Utility Project environments, Experience with electrical Protection relays and Control systems (LV, MV & HV), SCMS.
• Knowledge of MiCOM AGILE, MULTILIN AGILE, UR, Series 8 relays & practical experience in SAS Systems ( DS AGILE, GPG...)
• Fluent Arabic/French and English, written and verbal.
• Dedicated team player with a sense of urgency and an ability to work to tight deadlines.
• Excellent interpersonal, communication and leadership skills with a strong customer focus and ability to cooperate with the different departments.
• Willingness and ability (car license) to travel.
• Significant amount of time ( min 30%) on customer site

• Hands on experience in Digital Control systems M&D and CIC
• Interpersonal and analytical skills to quickly understand and guide solutions to customer issues
• Problem-solving skills, with an emphasis on innovative and creative solutions that result in higher profitability, increased visibility & market penetration
• Strong written & verbal communication skills with both internal and external stakeholders
• Professional experience with customers within Algeria utilities, Power Plants, industry, EPCs, OEMs or system integrators
• Proactive work style, Self-motivator, creative, high energy