Provide ongoing technical support and case management daily through phone, email and other forms of communication
Investigate technical problems, reproduce issues as required, and interface with Product Line groups to drive customer issues to closure, in a timely manner and with a positive outcome
Provide recommendations for repairs, upgrades and part replacements
Maintain accurate records in the quality management, customer relationship management and ERP tools (Salesforce.com, ServiceMax, SAP etc.)
Identify training opportunities and assume ownership for self-development and training of others
Responsible for monitoring and reporting on cases escalated through the GA Non-conformance (ACT) process
Prepare documentation and maintain knowledge data base of technical tips and technical resolution outcomes
Maintain a status record and update critical case report of open issues for support level tier 1 and 2 cases
Assume ownership, follow-through and resolution responsibilities for tier 3 and 4 type cases residing with local team or with product line
Participate in product line meetings to present, update and drive resolution for open
Schedule, lead and prepare customer case summary and metric reports for review with customers on a regular basis

Engineering degree or Technologist Diploma and/or related work experience
Minimum 5 years of industry experience and 5 years in related field
Monitoring & Diagnostics
Very good knowledge of the GE Vernova Monitoring and Diagnostics devices
Innovative thinker with the ability to set up equipment and reproduce customer reported issue
Flexible to work on-call, after hours support or modified hours of work to support customer specific situations
Exceptional written/verbal communication skills
Must be a quick learner, with the ability to develop strong product knowledge rapidly
Ability to speak a second language is a plus
Experience working on complex technical issues with cross-functional teams
Self-starter with exceptional analytical/problem solving and time management skills
Ability to build consensus of cross-functional teams to achieve a positive outcome
Ability to prioritize and effectively handle multiple assignments while consistently meeting deadlines
Results-oriented problem solver with the ability to work well under pressure with customers and all levels of staff
Ability to clearly articulate and prioritize customer issues and solutions

medical, dental, vision, and prescription drug coverage
access to Health Coach from GE Vernova, a 24/7 nurse-based resource
access to the Employee Assistance Program, providing 24/7 confidential assessment, counseling and referral services
GE Vernova Retirement Savings Plan
tax-advantaged 401(k) savings opportunity with company matching contributions and company retirement contributions
access to Fidelity resources and financial planning consultants
tuition assistance
adoption assistance
paid parental leave
disability benefits
life insurance
12 paid holidays
permissive time off

Lead Technical Support Specialist

Key skills