Customer Support Engineer - ADMS S3

Job Description

Must have the following technical and functional skills:

• Direct experience installing, maintaining or supporting GE e‑terra DMS products including DMS, DNAF, OMS, Storm Assist and DER.
• Familiarity with User Interface, SCADA and Modeling tools.
• Knowledge of both Transmission and Distribution electrical grids.
• Working knowledge of TCP/IP protocols, IP addressing, routing, LAN, DNS, Active Directory, firewalls and switches as it applies to isolating and resolving reported issues.
• Ability to work independently with minimum direction.
• Knowledge of NERC CIP Standards.
• Effective communication skills and demonstrated ability to interface with customers and cross‑functional teams.
• Positive attitude when dealing with customers and co‑workers in stressful situations.
• Strong analytical and logical reasoning skills.
• Familiarity with remote monitoring and diagnostics solutions and concepts.
• Sets an example in terms of quality, consistency and level of work, as well as work ethic and approach.

The Customer Support Engineer will be responsible for meeting business objectives by developing practical and innovative ways to identify and meet goals, coordinating with cross‑functional teams and driving closure on customer issues raised on GE Small world products.

• Address customer issues and concerns with Small world applications.
• Perform generic managerial skills tasks.
• Take a leadership role in strategizing with internal staff and customers to solve and prevent re‑occurrence of issues.
• Engage with customers on day‑to‑day issues; organize customer calls to facilitate implementation of solutions while adhering to change control and compliance protocols.
• Mentor staff in troubleshooting and analysis methods.
• Write user/technical documentation and case notes; act as a technical resource for staff.
• Contribute to the Knowledge Base system for customer‑specific issues that benefit the greater customer and support team.
• Analyze and troubleshoot issues involving all aspects of GE solutions, including user interface, network and communication connectivity and performance, interoperability, data collection/storage, visualization, analytics, associated control systems and interfaces to enterprise systems.
• Own and manage personal caseload and perform case follow‑up.

Ensure customers’ 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. In this role, you will:

• Take a leadership role in strategizing with internal staff and customers to solve and prevent re‑occurrence of issues.
• Engage with customers on day‑to‑day issues; organize customer calls to facilitate implementation of solutions while adhering to change control, compliance protocols.
• Mentor staff in troubleshooting and analysis methods.
• Write user/technical documentation and case notes; act as a technical resource for staff.
• Contribute to the Knowledge Base system for customer specific issues that will benefit the greater customer and support team.
• Analyze and troubleshoot issues involving all aspects of GE solutions.

Base Salary Range: $100,000 – $120,000 per annum.

• Discretionary Annual Incentive.
• Comprehensive Medical Coverage:
  Medical & Health, Dental & Vision, Disability Planning & Insurance, Pet Insurance Plans.
• Family Support:
  Maternal & Parental Leaves.
• Insurance Options:
  Auto & Home Insurance, Identity Theft Protection.
• Convenience & Professional Growth:
  Commuter Benefits & Certification & Training Reimbursement.
• Time Off:
  Vacation, Time Off, Sick Leave & Holidays.
• Legal & Financial Assistance:
  Legal Assistance, 401K Plan, Performance Bonus, College Fund, Student Loan Refinancing.

Bachelor of Computer Science.