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Staff Customer Support Engineer

  • Job Function: Services
  • Experience Level: Experienced
  • Posted Date: 2/13/2018 12:53:02 PM
  • Job #: 3062156
  • Location(s): United States; Louisiana; New Orleans


About Us:
GE is the world's Digital Industrial Company, transforming industry with software-defined machines and solutions that are connected, responsive and predictive. Through our people, leadership development, services, technology and scale, GE delivers better outcomes for global customers by speaking the language of industry.
GE offers a great work environment, professional development, challenging careers, and competitive compensation. GE is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other characteristics protected by law.

Role Summary:
You will be responsible for resolving product, configuration, and application issues/questions for the GE Digital solutions products. May also include: providing cross-product technical expertise, architecture and problem expertise towards complex customer solution design, coding/testing for changes and fixes.

Essential Responsibilities:

In this role, you will:

  • Ensure customer success by fostering a balanced relationship that benefits both GE and the customer with the goal of producing the highest level of customer support and satisfaction.
  • Take a leadership role in Strategizing with internal and external customer to prevent and solve issues.
  • Engage with clients on day to day operations, organize and lead weekly calls to facilitate implementation of solutions while adhering to change control, compliance protocals.
  • Establish and grow relationships with functional leadership at client/internal leaders and be a point Peron to escalation or process definition & adherence.
  • Develop custom or standard programmatic solutions using the available tools & utilities, coding conventions and quality control procedures.
  • Knowledge transfer – write user/technical documentation and case notes. Act as a technical resource or mentor other team members.
  • Workflow diagram creation and analysis leading to recommendations to customer and GE leadership team
  • System-wide RFS review with goal of identifying patterns and root cause of cross-product/lingering/repeat support issues for either the customer or internal customers.
  • Primary contributor to Knowledge Management system for customer specific configuration details that will benefit the greater Customer Center team
  • Act as escalation resource for Level 2 support teams
  • Research and troubleshoot issues involving all aspects of the GE Digital solutions, including but not limited to user interface, network and communication connectivity and performance, Cloud and on- premise component interoperability, data collection/storage, visualization, analytics, machine monitoring software and associated control systems, hardware infrastructure, and interfaces to enterprise systems such as ERP, PLM and Quality.
  • Own and manage personal caseload and perform callbacks and case follow through as defined by the Case Management Guidelines.
  • Troubleshoot and identify product problems for presentation to engineering or Cloud infrastructure teams for resolution or disseminates appropriate information necessary to correct configuration issues.
  • Adhere to all processes and methodology for Knowledge Centered Support. Create knowledge content for the Knowledge base.
  • Can also provide support to dedicated customers building relationships and taking a leadership role on projects.

    Qualifications/Requirements:

    Basic Qualifications:


  • Bachelor’s Degree with minimum of 3 years technical working experience or Associates Degree and 5 years of technical customer support experience or High School Diploma/GED and High School and 7 years of customer support experience

    Eligibility Requirements:


  • Legal authorization to work in the U.S. is required. We will not sponsor individuals for employment visas, now or in the future, for this job
  • Must be willing to travel up to 10%
  • Must be willing to work out of an office located in New Orleans, LA

    Desired Characteristics:

    Technical Expertise

  • Masters in Computer Science preferred
  • Computer skills to include knowledge of software programming and database applications
  • Expertise in analyzing and troubleshooting network performance and communication issues (Wan, LAN, VPN, cellular).
  • Working knowledge of TCP/IP protocols, Layers of Networking, IP addressing,
    routing, LAN, WAN, DHCP, DNS, Active Directory 2003/08, firewalls & switches as it applies to isolating and resolving reported issues in these areas.
  • Able to troubleshoot issues using a variety of applications (Chrome Dev Tools, WebEx, Sql Profiler, etc).
  • Able to apply cross project architecture fundamentals using different architectures composing the holistic Enterprise Architecture; Drive and Manage consolidated architectures; Improves architecture processes and methods across multiple projects/products.
  • Able to diagnose and solve intermediate to advanced issues using a variety of applications (Chrome Dev Tools, WebEx, Sql Profiler, etc).
  • Applies architecture fundamentals in specific projects. Applies architecture development process & methods at various stages of the project lifecycle. Applies architecture adoption best practices on multiple programs.
  • Demonstrated capability to see around corners and prescribe architectures or solutions targeted to maximum scalability, repeatability and supportability. Ability to synthesize data governance and security opportunities where appropriate. Astute holistic understanding of to-be product roadmaps and ability to mitigate risks via multi-generational proposals to iterate on value delivery. Ability to work cross functionally to positively influence product roadmaps where applicable.
  • Can instruct others on processes and procedures. Advises the customer on most favorable outcome, anticipates potential issues to proactively circumvent issues. Adapts to exceptions and develops new procedures and workarounds for others to use. Resolves issues pertaining to scope, schedule and budget, or drive change management. Defines quality requirements.
  • Modifies processes to simplify.

    Business Acumen:

  • Can work independently to develop and implement a strategy that identifies ongoing customer needs; identifies and prioritizes account growth opportunities and proactively presents new, value based solutions to client; focuses on continuously providing value to client; consistently grows and/or seeks new business opportunities within account base.
  • Anticipates potential risks and obstacles and resolves proactively in order to ensure smooth project delivery. Maintains high levels of customer satisfaction across all projects. Addresses customer concerns quickly and effectively; at times, anticipates customer concerns before they become issues.

    Leadership:

  • Engages positively across multiple departments, GE businesses and customers to manage conflict and establish clarity, vision, and mutual trust in order to achieve a business goal. Models collaborative behavior to encode these behaviors among team members, fostering an environment of openness and mutual trust.
  • Ensures group understanding of issues and presents rationale to affect outcomes. Resolves conflicting opinions through consensus. Uses appropriate facilitation techniques to gain agreement or move others to action.

    Personal Attributes:

  • Listens attentively; reads and exhibits proper body language in a collaborative setting to drive effective discussion; captures specific formation from the audience and validates it back to them for acceptance; ensures that the information was properly understood by reading verbal and non-verbal cues; asks both open and closed questions in a logical order to gather critical information.

    #DTR

    Locations: United States; Louisiana; New Orleans

    GE offers a great work environment, professional development, challenging careers, and competitive compensation.  GE is an Equal Opportunity Employer.  Employment decisions are made without regard to race, color, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other characteristics protected by law.

    GE will only employ those who are legally authorized to work in the United States for this opening. Any offer of employment is conditional upon the successful completion​ of a background investigation and drug screen.


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