Key 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 teams to drive customer issues to closure, in a timely manner with a positive outcome

• Collaborate with L3/L4 engineering Teams for escalated investigations, ensuring comprehensive problem documentation.

• Provide recommendations to customer for upgrades of obsolete products

• Maintain accurate records in the quality management and customer relationship management tools (CRM)

• Maintain RMA status and documentation.

• Identify training opportunities and assume ownership for self-development and training of others

• Responsible for monitoring and reporting on cases escalated through the entire GE 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 all tier and severity type customer issues

• Participate in product line meetings to present, update and drive resolution for open requests

• Schedule, lead and prepare customer case summary and metric reports for review with customers as required

• Identify firmware issues on relays and diagnose with testing

• Maintain professional demeanor and interact at all levels of customer organization

• Ability and willingness to travel up to 25% of the time

Required Qualifications:

• Bachelor's Degree in Electrical Engineering from an accredited college or university or equivalent experience.

• Conveys an understanding of industrial and utility protection, control and communications applications.

• Flexible to work on-call, after hours support or modified hours of work to support customer.
   

Desired Characteristics:

• Minimum 3-5 years of experience in power system protection and control

• Experience using GE Multilin Protection and Control products

• Power system automation and communication expertise

• Protection and control testing experience using secondary injection methods

• Ability to perform post fault power system fault analysis and recommend settings or application modifications

• Hands on expertise in configuring and troubleshooting protection and control systems

• Experience configuring and troubleshooting 61850 based protection systems

• Demonstrates practical experience with protective relay settings, features and network communications

• Work efficiently without direct supervision

• Strong problem-solving skills

• Flexible and adaptable; open to change and modification of tasks

• Able to share ideas and work well in a team environment and takes a proactive approach to tasks - displays initiative

• Strong organizational & communication skills and a proactive and open approach to conflict resolution

• Customer focused attitude with proven positive results

• Ability to prepare and present technical presentations, white papers, and case studies at industry conferences

• Demonstrated proficiency in Microsoft Office applications

For candidates applying to a Canadian-based position, the pay range for this position is between $ 74,400.00 and $124,000 CAD. The specific pay offered may be influenced by a variety of factors, including the candidate’s experience, education, and skill set. 

Bonus eligibility: Yes