Technical Support Engineer

Job Description Summary

The incumbent will be responsible for the managing and executing range of technical support & service activities on Protection & Control products amalgamated with case & process management for East Asia & Pacific customers. Work with international team of engineers across the region and factories in UK, Canada, Spain, India reporting to the Services Leader based in Australia

Job Description

Roles and Responsibilities

• An experienced engineer with key responsibility to manage Protection relay product related technical support, case management, testing & repairs and customer service delivery across the Asia Pacific region.
• Key point of contact for local customer accounts in Indonesia.
• Become the local and regional product expert to support customers and channel partners in their planning, execution, product training and services support.
• Become an expert in utilizing one of the best customer case management tool - Salesforce, own & deliver the resolution of post-sales technical customer cases.
• Work with & support an international team of GE VERNOVA factory teams based in UK, Canada & India related to product services, troubleshooting, quotes, product quality improvement, customer feedback and sales.
• Troubleshoot, analyze and resolve complex customer issues remotely and/or at site.
• Travel to site for service delivery when and as required.
• Provide necessary technical details and improvement recommendations to R&D, Quality teams for product and process improvements.
• Maintain accurate and traceable records works completed and prepare regular reports as and when required.
• Prepare quarterly back-charge reports for factories for warranty work completed.
• Maintain high standard in quality of work, environment, health and safety at work, including working nearby HV/LV equipments.
• Engage with the customer promoting different service offerings, product range and provide full pre/post-sales support to the sales team whenever required.
• Communicate technical support details, project milestones, time & service history sheets, quality & tools/equipment requirements to the service leader.

• Degree in Engineering from an accredited university. Major in Electrical Engineering [Power] is preferred.
• Minimum 2 years of experience in power system protection, relay testing, automation, control applications, technical support and services.
• Experience working on protection relays, communication and/or SCADA systems is a plus.
• Proficient in both spoken and written English and Bahasa Indonesia is a must.
• Expertise in operating computers, Windows, MS Office tools and other related computer hardware/software configuration with basic understanding of communication protocols and techniques.
• Strong interpersonal skills supported by strong analytical, troubleshooting and problem-solving skills.
• Able to travel extensively for factory/site testing activities
• Able to work under pressure and meet deadlines