Lead Monitoring & Diagnostics Technical Support Specialist

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Job Description Summary

Job Description Summary

Post Sales support of customer issue(s) for GE Vernova Monitoring and Diagnostic (M&D) equipment. Includes repairs (RMAs and field), technical support or other service requests.

This individual will be highly technical, organized, customer focused and self-motivated. The Technical Support Specialist will own the technical relationship with customers and be responsible for all activities of the case request from request creation to successful conclusion.

Job Description

Rôles et responsabilités : Assurer un soutien technique continu et la gestion quotidienne des dossiers par téléphone, e-mail et autres moyens de communication. Analyser les problèmes techniques, reproduire les dysfonctionnements si nécessaire et collaborer avec les équipes des gammes de produits pour résoudre les problèmes des clients de manière rapide et satisfaisante. Fournir des recommandations concernant les réparations, les mises à niveau et le remplacement de pièces. Tenir à jour des dossiers précis dans les outils de gestion de la qualité, de gestion de la relation client (CRM) et d'ERP (Salesforce.com, ServiceMax, SAP, etc.). Identifier les opportunités de formation et prendre en main son propre développement professionnel ainsi que la formation d'autrui. Élaborer de la documentation et alimenter une base de connaissances regroupant des conseils techniques et les solutions apportées aux problèmes. Assurer le suivi de l'état d'avancement et mettre à jour les rapports sur les cas critiques (niveaux de support 1 et 2) en attente de résolution. Prendre en charge, suivre et résoudre les dossiers de niveaux 3 et 4 relevant de l'équipe locale ou de la gamme de produits. Participer aux réunions des gammes de produits pour présenter, mettre à jour et piloter la résolution des dossiers en cours. Planifier et animer des réunions régulières avec les clients pour examiner les résumés de dossiers et les rapports d'indicateurs de performance. Qualifications requises : Diplôme d'ingénieur ou diplôme de technicien supérieur et/ou expérience professionnelle pertinente. Au moins cinq ans d'expérience dans le secteur industriel (énergie ou fabrication de transformateurs) ou dans un domaine connexe (surveillance et diagnostic, notamment la surveillance de l'huile dans les transformateurs). Excellente connaissance des dispositifs de surveillance et de diagnostic de GE Vernova. Esprit innovant, capable d'installer des équipements et de reproduire les problèmes signalés par les clients. Flexibilité pour assurer des astreintes, un support en dehors des heures de bureau ou des horaires aménagés afin de répondre aux besoins spécifiques des clients. Qualités souhaitées : Excellentes compétences en communication écrite et orale. Capacité d'apprentissage rapide et aptitude à acquérir rapidement une connaissance approfondie des produits. La maîtrise d'une seconde langue constitue un atout. Expérience dans la résolution de problèmes techniques complexes au sein d'équipes pluridisciplinaires. Autonomie et excellentes compétences en analyse, résolution de problèmes et gestion du temps. Capacité à favoriser le consensus au sein d'équipes pluridisciplinaires pour aboutir à une solution positive. Capacité à établir des priorités et à gérer efficacement plusieurs tâches tout en respectant systématiquement les délais. Orientation résultats et capacité à travailler sous pression avec les clients et le personnel à tous les niveaux hiérarchiques. Capacité à exposer clairement les problèmes des clients et les solutions envisagées, ainsi qu'à en définir les priorités.
Roles and Responsibilities:
  • 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
  • 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

Required Qualifications:

  • Engineering degree or Technologist Diploma and/or related work experience
  • Minimum five years of industry experience (energy sector or transformer industry) or minimum five years in related field - Monitoring & Diagnostics – monitoring oil in transformer industry
  • 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

Desired Characteristics

  • 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

Additional Information

Relocation Assistance Provided: No

#LI-Remote - This is a remote position
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