Job Description Summary
The successful candidate will be responsible for handling all incoming Direct Customers calls and cases to the Aeroderivative (Aero) Gas
Turbine (GT) Quick Response Centre (QRC) in a 247 support system. Resolution of issues would be during the scheduled working hours
when in an office environment (home office or GE Office) when applying their technical expertise and utilizing when
possible the "RM&D" Remote Monitoring & Diagnostic system(s). All activities relating to enhancing services technology, integrating customer
data, or capturing engines/products reliability, availability, maintenance, safety and other performance parameters
Job Description
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Roles and Responsibilities
- • Developing in-depth knowledge of a technical discipline. Uses prior experience and acquired technical expertise to execute policy/strategy.
- • * Technical issues troubleshooting/resolution in a timely manner
- Reduce on site services' execution jobs by solving technical issues remotely
- Act as technical expert for customers using the remote system and process
- If technical issue cannot be solved remotely, request on site execution in terms of maximizing efficiency and optimizing resources
- Receive, Log, Resolve issue(s) quick OR when necessary, Forward issues to correct cross-function to resolve the issue fast
- Collecting of fleet issues to support the emergent issue process
- Optimizing of first fix rate via telephone and remote support
- Participation in the 24/7/365 Support shifts per Aero business structure and product line, which includes weekend duty
- Participate in product line trainings for all Aero products to broaden your product knowledge and expertise.
Required Qualifications
- Degree in Engineering
- 3-10 years previous work experience as field services technician (Controls/Electric) on various controls panels (Woodward/GE/Fanuc)
- Be able to read and interpret electrical/mechanical flow and instrument diagrams.
- Self-initiated communications with end user (on-site customers) to help resolve issues.
- Working/hands-on knowledge of products and services of Aero Product line (LM/TM2500, LM6000, LMS100)
- Strong computer skills and advanced user of office package (Word, Excel, PowerPoint)
- Fluent working knowledge of English. Multilingual speakers are welcome
Desired Characteristics
Strong verbal and written communication skills; ssue tracking in the business's applied tool(s)
Strong interpersonal skills; ability to work with different stakeholders to achieve common goal(s)
Ability to analyze operating data to understand nature of customer issues quickly
* Able to interface at all levels of the organization both internally and externally
Note: To comply with US immigration and other legal requirements, it is necessary to specify the minimum number of years' experience required for any role based within the USA. For roles outside of the USA, to ensure compliance with applicable legislation, the JDs should focus on the substantive level of experience required for the role and a minimum number of years should NOT be used.
Additional Information
Relocation Assistance Provided: No
#LI-Remote - This is a remote position