Technical Support Engineer-Protection & Controls

Job description

3397850
Additional Cities

Houston
Career Level

Experienced
Relocation Assistance

No
Business

GE Renewable Energy
Business Segment

Renewable Energy Grid Solutions
Function

Services
Country/Territory

United States
Additional States/Provinces

Texas
Postal Code

77041
Role Summary/Purpose

This individual will be highly technical, customer focused and self-motivated in providing technical support for GE Grid Solution customers. The Technical Support Specialist will own the technical relationship with customers and be responsible for leading and managing all activities of the case request from complaint inception to successful conclusion.
Essential 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  
·  Prepare technical reports and root cause analysis reports in a timely and professional manner 
·  Required to perform selected regional customer site visits for quality review meetings, perform field services including site audits on short notice. 
·  Provide recommendations for upgrades and replacements 

·  Maintain accurate records in the quality management and customer relationship management tools (CRM) 
·  Identify training opportunities and assume ownership for self-development and training of others 
·  Responsible for monitoring and reporting on cases escalated through the “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 severity type 1 and 2 cases  
·  Monitor and assume leadership resolution responsibilities for tier 4 type cases residing with local team or with product line 
·  Participate in product line meetings to present, update and drive resolution for open issues
·  Schedule, lead and prepare customer case summary and metric reports for review with customers on a quarterly basis or as required 
·  Acts as expert consultant to guide customers in planning and development of technical solutions. 
·  Lead customers in architecting, commissioning, and testing new protection and control technologies, particularly around 61580 standards.

Qualifications/Requirements

·  Bachelor’s degree in Electrical Engineering or Technology from an accredited university or college 
·  Minimum of 3 years of power system automation and communication expertise 
·  Minimum of 3 years of hands on expertise in configuring and troubleshooting protection and control systems 
·  Minimum of 5 years of experience in Power Systems, Protection & Control and Application Engineering 
·  Minimum of 3 years of experience in setting up equipment and reproduction of customer-reported issues

Eligibility Requirements:

·  Ability to work on-call, after hours support or modified hours of work to support customer specific situations
Desired Characteristics

·  Individual must be customer-oriented and flexible to support customer after-hours. 
·  This position may involve constant prioritizing of assignments in order to meet varying customer requests. 
·  Ability to influence others, negotiate positive outcomes and build consensus with internal teams to create successful and timely outcomes for customers.

·  Experience working on complex technical issues with cross-functional teams 
·  Self-starter with exceptional analytical/problem solving and time management skills 

·  Experience with root cause analysis and technical report writing 
·  Ability to lead and build consensus of cross-functional teams to achieve a positive outcome 
·  Ability to prioritize and effectively handle multiple assignments while consistently meeting deadlines 
·  Ability to exercise good judgment in controlling costs and company expenditures  
·  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
·  Experience in performing Power system protection coordination studies, short-circuit studies and relay setting calculations and provide support for field installation 
·  Experience in integration of various Utility and Industrial protection and control systems 
·  Exceptional interpersonal and written/verbal communication skills 
·  Conveys deep understanding of industrial and utility relaying protection schemes 
·  Demonstrates practical experience with protective relay settings, features and network communications 
·  Ability to negotiate for success and to create innovative solutions and outcomes 

About Us

GE Renewable Energy harnesses the earth’s most abundant resources – the strength of the wind, the heat of the sun and the force of water – to power the world’s biggest economies and the most remote communities.

With an innovative spirit and an entrepreneurial mindset, we engineer energy products and digital services that create industry-leading value for our customers around the world.

We see the promise of renewable energy everywhere we look. Our team has the courage, scale, passion, diversity and resourcefulness needed to deliver that promise wherever and however the world needs it.

Together with our customers, we’re proving that no one ever has to choose between affordable, reliable, or sustainable energy.

We are unleashing limitless energy.

GE offers a great work environment, professional development, challenging careers, and competitive compensation. GE is anEqual Opportunity Employer . Employment decisions are made without regard to race, color, religion, national or ethnic origin, gender (including pregnancy), sexual orientation, gender identity or expression, age, disability, veteran status or any other characteristics protected by law.
Additional Eligibility Qualifications

GE will only employ those who are legally authorized to work in the United States for this opening. Any offer of employment is conditioned upon the successful completion of a drug screen (as applicable).
Primary Country

United States
Primary State/Province

Texas
Primary City

Houston