Technical Support Engineer

Job description

3120789
Additional Cities

Ho Chi Minh, Hanoi, Bangkok, KL
Career Level

Experienced
Relocation Assistance

No
Business

GE Power
Business Segment

Power Grid Solutions
Function

Services
Country/Territory

Malaysia, Thailand, Viet Nam
Postal Code

710000
Role Summary/Purpose

This individual will be highly technical, customer focused and self-motivated in providing technical support of GE Grid Solutions - Grid Automation products to customers. he/she will own the technical relationship with customer and be responsible for managing the technical issue resolution from inception to conclusion, including all communications (case status updates, technical reports) and technical investigation (materials/equipment for customer investigation, root cause analysis).
Essential Responsibilities

• Provide technical support to global utility customers in the application of all Grid Automation products either through phone, email or in person
• Troubleshoot, investigate, reproduce, and provide technical solutions to customers
• Negotiate solutions and corrective actions with customers
• Provide immediate containment, follow up, and drive closure of all customer issues
• Clear articulation and prioritization of customer issues and solutions
• Interface with Level 3 technical support to gain needed support in driving customer issue to closure, in a timely and professional manner
• Exercise good judgment in controlling costs and company expenditures
• Prepare and maintain data base of technical solutions based on findings related to customer issues
• Write technical reports and root cause analysis for Grid Automation products
Qualifications/Requirements

• Electrical Engineering degree with related experience
• Background in power systems and protective relaying
• Experience working on complex technical issues with cross-functional teams and customers in a remote setting
• Innovative thinker with the ability to set up environments for reproducing reported problems
• Results-oriented problem solver with the ability to work well under pressure
• Excellent ability to work well with customers and teams
• Self-starter with exceptional analytical/problem solving and time management skills
• Exceptional interpersonal and written/verbal communication skills
• Experience with root cause analysis and technical report writing
• Ability to prioritize and effectively handle multiple assignments, consistently meeting deadlines
Desired Characteristics

• Experience with SalesForce.com tools, customer support experience and technical issue resolution skills
• Knowledge of communication protocols (Modbus, DNP 3.0, IEC61850, IEC60870-5-103 and 104)
• Strong background in UR Protection and Control products
• Six Sigma Green Belt Certification
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.
Primary Country

Viet Nam