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
Provide recommendations for repairs, upgrades and part replacements
Maintain accurate records in 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

Lead Technical Support Specialist

Key skills