Engineer - Customer Application Engineering

Job Description Summary

Are you passionate about resolving technical issues and providing exceptional customer support? We are looking for a dedicated Technical Support Specialist to join our team. In this role, you will own the resolution of post-sales technical customer issues, ranging from Level 1 to Level 2 support. You will develop a deep understanding of our products and collaborate with colleagues to solve complex problems. Your ability to build strong customer relationships and communicate technical information effectively will be key.

We seek candidates with advanced experience in Services & Technical Support, ideally with a background in Electrical Engineering or similar fields. Strong problem-solving skills, project management abilities, and excellent communication are essential. Knowledge of GE protection relays and the Micom portfolio is highly valued.

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 departmental operations and responsible for planning/execution.

The role has some autonomy but is focused on execution of activities within an operating discipline covered by standard functional practices and procedures. Some judgment may be required but this is typically with guidance.

Job Description

Roles and Responsibilities

• Own the resolution of post-sales technical customer issues. Level 1 and 2 Technical Support – Resolves post sales Technical Issues. As the technical depth required to resolve an issue increase, the “level” of skill set increases. For some products 1 individual may handle levels 1 and 2 while for other products these may be separate individuals with increasing skill sets.
• Developing conceptual knowledge of professional discipline. May include support roles with specialized expertise or technical knowledge in broad area.
• Applies general knowledge of business developed through education or experience. Understands how work of own team contributes to the area.
• Resolves issues using established procedures. Consults supervisor or more senior team members for issues outside of defined instructions/parameters.
• Collaborates with others to solve issues. For customer facing roles, develops strong customer relationships and serves as the interface between customer and GE. Exchanges technical information asks questions and checks for understanding.
• Part of the job may also include task related to Electrical consulting activities such as electrical studies, relay configurations, training to customers etc.
  
  

• This role requires advanced experience in the Services & Technical Support. Knowledge level is comparable to a Bachelor’s degree from an accredited university or college like degrees in Electrical Engineering or similar. Experienced similar roles will be highly valued.
• Knowledge on Power systems primary, secondary and products is mandatory which shall be useful for understanding the issues and providing basic support to end users.
  
  

• Strong oral and written communication skills. Demonstrated ability to analyze and resolve problems. Ability to document, plan, market, and execute programs. Established project management skills.
• Strong communication skills for managing client interactions
• Deep Knowledge of protection relays (any GE protection relays).
• Deep knowledge in Micom portfolio relays.