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

Roles and Responsibilities

• Own the resolution of post-sales technical customer issues. Level 1,2,3 Technical Support – Resolves post sales Technical Issues. As the technical depth required to resolve an issue increases, the “level” of skill set increases. For some products 1 individual may handle levels 1,2 and 3 while for other products these may be separate individuals with increasing skill sets.
• Broadening knowledge of own technical discipline to execute policy/strategy. May include support roles with specialized technical field of knowledge; still acquiring higher level knowledge and skills.
• Basic understanding of key business drivers; uses this understanding to accomplish own work. Good understanding of how work of own team integrates with other teams and contributes to the area.
• May have some autonomy to make decisions within a defined framework. Resolves issues in situations that require good technical knowledge and judgment within established procedures. Consults more senior team members for issues outside of defined instructions/parameters.
• A job at this level requires good interpersonal skills and may be required to lead a junior team. For customer facing roles, develops strong customer relationships and serves as the interface between customer and GE. Explains technical information to others.
• Candidate should be aware of e-terra platform and related applications. He/ she should have understanding on the Historian process.
• Candidate should be well versed with System architecture and has basic Cyber Security knowledge.
• He/ she should demonstrate customer support related challenges/ resolutions.

Required Qualifications

• For roles outside of the USA- This role requires basic experience in the Services & Technical Support. Knowledge level is comparable to a bachelor's degree from an accredited university or college (or a high school diploma with relevant experience).
• Candidate should be an Engineering Graduate

Desired Characteristics

• Windows Server 2025 configuration and administration
• Good understanding of eterra - Transmission products’ integration, Habitat / SCADA / Platform / EFEP / Archive / COMM
• Understands Backup software like Acronis / Veeam
• Relational databases: SQLServer / Postgres
• Basic Integration Testing to identify the issues as solution configuration issue
• Can support Pre-FAT and FAT activities
• 
  Strong oral and written communication skills. Ability to document, plan, market, and execute programs.
   

  Note:

  
  To comply with US immigration and other legal requirements, it is necessary to specify the minimum number of years' experience required for any role based within the USA. For roles outside of the USA, to ensure compliance with applicable legislation, the JDs should focus on the substantive level of experience required for the role and a minimum number of years should NOT be used.

Additional Information