Protection & Controls Engineer - Customer Application Engineering

Job Description Summary

The Protection & Controls Engineer - Customer Application Engineering will be highly technical, customer focused and self-motivated in providing expert technical support for GE Grid Automation customers. The Engineer 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 to customers.
• Investigate technical problems, reproduce issues as required, and interface with technology teams to drive customer issues to closure, in a timely manner with a positive outcome.
• Acts as expert consultant to guide customers in planning and development of technical solutions.
• Lead customers in architecting, commissioning, and testing new protection and control technologies,
• Work with Product Sales Specialists, Business Development and Regional Leaders to develop customer strategies and implement those strategies.
• Performing customer site visit meetings for installation support or trouble-shooting of issues.
• 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.
• Lead technical presentations presented to customers in support of sales or service.
• Works with customers to understand problems and consults to solve problems based on GE solutions.
• Prepare documentation and maintain knowledge data base of technical tips and technical resolution outcomes.
• Monitor and assume leadership resolution responsibilities for complex support 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.
• Flexible to work on-call, after hours support or modified hours of work to support customer

• Bachelor's Degree in Electronics, Electrical Engineering or Control & Instrumentation Engineering from an accredited college or university (or a high school diploma/GED with at least 5 years of commensurate experience).

• Minimum of 2 years power system protection and communication field experience with deep understanding of industrial and utility relaying protection schemes
• Minimum of 2 years experience configuring, troubleshooting protection relays and control systems
• Individual must be customer oriented and flexible to support customer after-hours.
• Ability to understand and solve customer problems will be vital to success and individual will have to have a strong motivation to use technical knowledge to help others.
• This position being customer facing may involve constant prioritizing of assignments to meet varying customer requests.
• Ability to influence others, negotiate positive outcomes and build consensus with internal teams to create successful and timely outcomes for customers.
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