Technical Support Specialist – Monitoring & Diagnostics
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Job Description
GE Vernova technical support specialist troubleshooting Monitoring & Diagnostics equipment remotely. Managing customer cases, escalations, technical documentation, and product-line resolutions.
Responsibilities:
- Provide ongoing technical support and daily case management through phone, email, and other communication methods
- Investigate technical problems, reproduce issues, and interface with Product Line groups to drive customer issues to closure
- Recommend repairs, upgrades, and part replacements
- Maintain accurate records in quality management, CRM, and ERP tools including Salesforce.com, ServiceMax, and SAP
- Identify training opportunities and own self-development and training of others
- Monitor and report on cases escalated through the GA Non-conformance (ACT) process
- Prepare documentation and maintain the knowledge database of technical tips and resolution outcomes
- Maintain status records and update critical case reports for open tier 1 and 2 support cases
- Own follow-through and resolution of tier 3 and 4 cases with local or Product Line teams
- Participate in Product Line meetings to present updates and drive resolution of open cases
- Schedule, lead, and prepare customer case summaries and metric reports for regular customer reviews
Requirements:
- Engineering degree or Technologist Diploma and/or related work experience
- Minimum 5 years of industry experience and 5 years in a related Monitoring & Diagnostics field
- Very good knowledge of GE Vernova Monitoring and Diagnostics devices
- Ability to configure equipment and reproduce customer-reported issues
- Flexibility to work on-call, provide after-hours support, or modify working hours for customer-specific situations
- Exceptional written and verbal communication skills
- Ability to rapidly develop strong product knowledge
- Experience resolving complex technical issues with cross-functional teams
- Exceptional analytical, problem-solving, and time-management skills
- Ability to build consensus across cross-functional teams
- Ability to prioritize and handle multiple assignments while meeting deadlines
- Ability to work under pressure with customers and staff at all organizational levels
- Legally authorized to work in the United States
- Successful completion of a drug screen, as applicable
Benefits:
- Discretionary annual bonus
- Professional development
- Competitive compensation
- Medical coverage
- Dental coverage
- Vision coverage
- Prescription drug coverage
- Health Coach from GE Vernova
- Employee Assistance Program with 24/7 confidential assessment, counseling and referral services
- GE Vernova Retirement Savings Plan
- Tax-advantaged 401(k) savings opportunity
- Company matching contributions
- Company retirement contributions
- Fidelity resources and financial planning consultants
- Tuition assistance
- Adoption assistance
- Paid parental leave
- Disability benefits
- Life insurance
- 12 paid holidays
- Permissive time off
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