Technical Application Specialist, P&C Technical Support

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

• Bachelor's degree in Electrical Engineering or Technology from an accredit university or college
• Minimum of 5 years of related work experience

• 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