Lead Technical Support Specialist

🕒 5 dias atrás

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GE Vernova

SiteLinkedInTodas as Vagas

10.000+ funcionários

⚡ Energia

🚀 Aeroespacial

🤖 Inteligência Artificial

Energy • Aerospace • Artificial Intelligence

GE Vernova é líder no setor de energia, com mais de 130 anos de experiência, dedicada a eletrificar o mundo enquanto o descarboniza. A empresa oferece um amplo portfólio de soluções em energia, incluindo tecnologias de geração a gás, hidrelétrica, nuclear e eólica, com o objetivo de fornecer energia confiável, acessível e sustentável. Com forte foco em inovação, a GE Vernova desempenha um papel significativo na redução da pegada de carbono dos sistemas de energia globais e apoia a transição para emissões líquidas zero (net zero) até 2030.

Descrição

• 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 • Responsible for monitoring and reporting on cases escalated through the GA Non-conformance (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 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

🎯 Requisitos

• Engineering degree or Technologist Diploma and/or related work experience • Minimum 5 years of industry experience and 5 years in related field - Monitoring & Diagnostics • 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 • 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

🏖️ Benefícios

• medical, dental, vision, and prescription drug coverage • access to Health Coach from GE Vernova, a 24/7 nurse-based resource • access to the Employee Assistance Program, providing 24/7 confidential assessment, counseling and referral services • GE Vernova Retirement Savings Plan • tax-advantaged 401(k) savings opportunity with company matching contributions and company retirement contributions • access to Fidelity resources and financial planning consultants • tuition assistance • adoption assistance • paid parental leave • disability benefits • life insurance • 12 paid holidays • permissive time off