Customer Support Engineer

Job Description Summary

The Customer Support Engineer (CSE) role is selectively dedicated to top strategic Gas Power customers. As the Gas Power engineering liaison for its customer(s), the CSE owns the overall technical relationship across different organizational levels (plant to executive). The CSE works collaboratively with the customer, GE site personnel, and peers/leaders throughout Gas Power Engineering, aligning and leading teams and actions to resolve the customer's top technical issues. This is a high-visibility, high-impact role supporting Southern Company - one of GE Vernova's most influential and strategically important customers.

Job Description

Roles and Responsibilities

• Proactively engage assigned customer(s) to identify current and potential issues and align/lead actions to address them
• Provide engineering leadership and support for forced outages, customer issue escalations, root cause analyses (RCAs), customer technical projects, and customer meetings
• Support technical scope planning for outages, working with OFS, regional ITR teams, and customer, oversee the implementation of TILs and CM&U scope into outage schedule and proactively identify and mitigate technical risks during the outage planning process
• Lead technical initiatives driving fleet performance and reliability, in collaboration with Pole ITR teams, Quality, Product Line, and GPE teams
• Grow the customer relationship into a trusted partnership. Understand and act on customer needs at all levels, from flawless outage planning/execution to growth strategies
• Has in-depth knowledge of best practices and how own area integrates with others; has working knowledge of competition and the factors that differentiate them in the market
• Uses judgment to make decisions or solve moderately complex tasks or problems in areas of operational/product management, manufacturing, technology or engineering. Takes new perspective on existing solutions. Uses technical experience and expertise for data analysis to support recommendations. Uses multiple internal and limited external sources outside of own function to arrive at decisions
• Acts as a resource for colleagues with less experience. Explains difficult or sensitive information; works to build consensus. Developing persuasion skills required to influence others on topics within field

• This role requires significant experience in the Engineering/Technology & Customer Service Engineering field. Knowledge level is comparable to a Bachelor's degree in Engineering from an accredited university or college
• 8 years of experience in gas power engineering
• Ability and willingness to travel to customer sites up to ~25%

• Must be authorized to work in the USA without sponsorship now or in the future.

• Thermal power plant field service, design engineering, services engineering, operations, customer support, or Operations & Maintenance
• Experience in technical problem solving and project leadership; able to understand, define and delegate technical tasks
• Successful track record leading teams in a matrix; ability to influence in all directions
• Experience communicating with executives and other stakeholders, internally and externally, both verbally and in writing
• Experience in customer-facing leadership roles, with demonstrated positive customer outcomes
• Able to quickly identify the critical few priorities and develop action plan.
• Able to manage multiple projects simultaneously and proactively update stakeholders
• Problem analysis and resolution skills; root cause analysis leadership experience preferred
• Strong presentation skills, able to explain technical issues to target groups such as customer management, technical and operations teams.
• Able to judge and analyze technical risks with respect to commercial impact and requirements
• Master's Degree in Mechanical or Electrical Engineering