Technical Support Engineer

Job Description Summary Post Sales support of customer issue. This can include repairs (both returns and field) technical support or a field service or other service request Impacts quality of own work and the work of others on the team. Executes standard operational/technical tasks typically subject to instructions and work routines. There is latitude to rearrange the sequence to complete task/duties based on changing work situations. Job Description

Key Responsibilities

• Responsible for customer L1 application support in MENAT for GE VERNOVA portfolio (Protection Control Critical Infrastructure telecommunication Monitoring & Diagnostics).
• Responsible for customer RMA support in MENAT for GE VERNOVA portfolio (Protection Control Critical Infrastructure telecommunication Monitoring & Diagnostics).
• Responsible for Customer Support group KPIs (arrange follow -up meetings with SC engineers)
• Own the resolution of project and post-sales technical customer issues. Level 12 Technical Support Resolves post sales Technical Issues. As the technical depth required to resolve an issue increase the level of skill set increases
• Developing in-depth knowledge of a technical discipline. Uses prior experience and acquired technical expertise to execute policy/strategy.
• Knowledge on the Power System elements.
• Understanding of key business drivers; uses this understanding to accomplish own work. Understanding of how work of own team integrates with other teams and contributes to the area.
• Uses some level of judgment and has ability to propose different solutions outside of set parameters but with guidance. Uses prior experience and on-the-job training to solve straightforward tasks. Has access to technical skills and analytic thinking required to solve problems. May use multiple internal sources outside of own team to arrive at decisions.
• Supports internal clients within organization
• EHS ensurework is conductedincompliance with applicable regulations and encourage accurate employeesafety practices
• Responsible and accountable for creation of opportunities based on installed base and market information.
• Territory - MENAT...
• Product Problems / Non-quality Issues: Take the lead in investigating and resolving product problems reported when requested by customers (L1). Support local actions required for resolution of major non-quality issues
• Product Management: Be aware of product obsoletions new product availability etc. and provide appropriate customer support in line with regional strategy. Keep track of firmware upgrades changes in product features etc. and participate in necessary local actions. Support customers with product literature needs.
• Fully responsible for repair/modification of products.
• Meet KPIs for customer requests resolution and product repairs time & quality (any level of complexity) as set by the business and actively suggest on how to improve
• Support the region (when requested) in providing technical support and be a trusted advisor to customers.
• Promote Maintenance service agreements (MSA) offering in coordination with the GA Service PL co-owning plans and actions with the goal of expanding our activities in the regions segments and accounts.
• Provide bothexternalandinternaltimelyaccurateprofessionalreports
• Collaborate and coordinate with Product Management Technology Global Supply Chain and other divisions of the Product Line to provide them with quality inputs for any future improvements in our processes products and solutions

Required Qualifications

• Electronics/Electrical Engineering degree (BS/MS) or equivalent
• Minimum 2 years in Technical Support or Applications or Engineering or commissioning of protection and control in transmission distribution industrial and power plants environments. A trainee experience is accepted.
• Hands on experience in GE VERNOVA products
• Knowledge of MiCOM AGILE MULTILIN AGILE UR Series 8 relays
• Fluent in English written and verbal.
• Willingness and ability (car license) to travel.
• Work on customer sites when required.

Desired Characteristics

• Hands on experience in Digital Control systems M&D and CIC
• Interpersonal and analytical skills to quickly understand and guide solutions to customer issues
• Problem-solving skills with an emphasis on innovative and creative solutions that result in higher profitability increased visibility & market penetration
• Dedicated team player with a sense of urgency and an ability to work to tight deadlines.
• Excellent interpersonal communication and leadership skills with a strong customer focus and ability to cooperate with the different departments.
• Professional experience with customers within UAE utilities Power Plants industry EPCs OEMs or system integrators
• Proactive work style Self-motivator creative high energy

Additional Information

Relocation Assistance Provided: No

Required Experience:

IC

Employment Type : Full-Time
Experience: years
Vacancy: 1