Lead Services Specialist

Job Description Summary

Welcome to tomorrow's energy—today! Access to affordable, reliable, flexible, and sustainable power is fundamental to modern life. As the world is shifting towards a lower carbon future, GE Gas Power is ready to be your partner in leveraging the role of natural gas for powering the world today and tomorrow. GE’s foundations were laid by Thomas Edison nearly 130 years ago to provide innovative solutions for a wide range of critical problems around the world. GE’s deep-rooted culture serves as the backbone for every step we’ve taken at GE Gas Power. With more than 300,000 employees and operations in over 170 countries, GE employees reflect both the local communities we serve and the people with whom we do business. Diversity at GE We believe diversity makes us more competitive and creates value for our customers, shareholders, and employees. We believe in the value of each person’s unique identity, background, and experiences and are committed to fostering an inclusive culture, where everyone feels empowered to do their best work because they feel accepted, respected, and that they belong. By embracing diverse teams and perspectives, we are better equipped to build a world that works. Our approach to diversity will be based on the following objectives: • Our employees – to continue to strive to ensure that our workforce is as diverse as the communities we serve, while always upholding the importance of merit. • Our workplace – to foster an inclusive culture that recognizes employees’ unique needs, helps them reach their full potential, and nurtures their diverse talents. • Our community – to strive for diversity in suppliers and partners and engage with the communities in which we operate to support diversity. The Lead Technical Support Engineer will provide engineering level technical support for GE Vernova internal and external customers. This role will be primarily responsible for providing global technical support and issue resolution for products and services supplied by GE Vernova directly to end customers as well as cross functional teams within GE Vernova. The following will be the main technical areas of focus and competence for support:
• Cyber Security/Computer IT (GE Cyber Security Platforms and Services)
• Computer/Network Engineering Design & Application Configuration Support (GE HMI and network configurations) The following will be secondary technical areas of focus and competence for support:
• GE Control Systems

Job Description

Roles and Responsibilities

• Provide comprehensive technical support and issue resolution for emergency and non-emergency customer issues, including assistance in maintaining operating assets
• Own and manage the customer relationship for technical support cases
• Develop core technical expertise through internal training in new technologies and contribute to training content development for support purposes
• Execute Services Contract obligations (Technical Remote Support, Case Management, & Issue Resolution per contract)
• Contribute to new product development teams and provide VOC to Product Line Leadership teams
• Contribute to the development and performance of future Managed Security Services and Professional Service offerings
• Drive continuous improvement feedback loop discussions with supporting functions to eliminate engineering defects affecting the customer fleet
• 2-4 Site visits per year to maintain competency and on-the-job training.
• Maintain team tech support lab used for customer issue resolution

Required Qualifications

• This role requires advanced experience in the Services & Technical Support. Knowledge level is comparable to a Bachelor's degree from an accredited university.
• Bachelor's degree from an accredited university with at least 3 years of experience in IT or OT Cyber Security engineering or field services, preferably in GE cyber platforms, and at least 2 years experience in GE controls engineering or services).

Desired Characteristics

• 3+ years of Historian, Proficiency, and HMI application configuration, engineering and/or installation experience, both current and legacy
• 3+ years of CISCO switch and firewall management experience
• Certification in cyber field (CompTIA Security+, GISF etc.)
• Familiarity with long-term parts and services contracts
• Demonstrated communication & organizational skills
• Proficiency with computer tools and Microsoft products
• Strong interpersonal skills
• Technically savvy while having strong business acumen and ability to drive overall solutions/rigor to meet customer needs
• Leadership, Black Belt, or group facilitation experience
• Soft Skills trainings or certifications
• 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.

About Us

GE is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other characteristics protected by law.

Disclosure of your Gender or Sexual orientation is completely Voluntary and not mandatory.

Additional Information

Relocation Assistance Provided: No