Job Description Summary

The Senior Customer Support Engineer will lead complex, customer-facing technical engagements by partnering with customers and cross-functional internal teams to diagnose issues, drive root-cause investigations, implement corrective actions, and develop proactive risk mitigation strategies across the Power Systems Balance of Plant portfolio, including Steam Turbine, Gas Turbine, and Electrical systems.

Job Description

Roles and Responsibilities

• Respond to internal and external customer requests for technical issue resolution, using technical product knowledge and analytical skills while adhering to sound engineering principles, standards, practices, procedures. Escalate issues as required, acting as the liaison between field and design engineering to drive specific technical resolution and to help engineering identify, drive corrective actions.
• Plan and provide engineering technical oversight to the Contractual Services and Field Services teams during planned outages to meet reliability and availability goals.
• Establish and maintain relationships with customers to make customer technical issues/requirements understood and addressed in a timely manner.
• Lead and program manage root cause analysis/investigation activities for product technical issues. Interface with Product Service, System and Design Engineering teams, providing technical leadership to personnel supporting project assigned to resolve customer technical issue.
• Prepare technical presentations for GE Leaders and Customers ensuring the timely communication of significant issues or developments.
• Support customer technical review meetings and present recommendations to champion GE's commitment technical solution
• Support unplanned/forced outages to meet reliability/availability goals
• Travel to customer location support customer technical review meetings and present recommendations
• Support of installed base including activities such as customer issue resolution, fleet issues, service bulletin implementation, Monitoring & Diagnostics, fleet configuration. Maintenance of fleet data, outage management
• Provide engineering leadership and technical guidance new installation, outage and upgrades and Plant operations to meet safety, quality, and timeliness goals.
• Partner with the Design Engineering teams and interface with external and internal suppliers to facilitate the logistical implementation of Fleet Program technical solutions.

Required Qualifications

• Bachelors’ degree in Engineering (Mechanical / Electrical / Electronics / Controls/Instrumentation)
• Minimum of 8 years of experience in installation/ commissioning/ maintenance/ engineering of GE gas turbines specially E class units
• Minimum of 8 years of experience with power plant design and upgrades, including system analysis and testing
• Strong working knowledge of various GE Gas Turbine and Balance Of Plant equipment.
• Ability to travel 25-50% of the time

Desired Characteristics

• Experience in a matrix leadership environment;
• Willing to work 2 days from customer site (Qatargas)
• Prior experience in a field engineering or customer service facing role
• Experience working in global, matrix organization; ability to make timely and sound decisions based on data.
• Strong technical aptitude, including applicable engineering tools and systems
• Flexible to work off hours and weekends to support emergency issue resolution.
• Strong oral and written communication skills
• Strong interpersonal and leadership skills

Additional Information