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GE Vernova · 2 months ago

Customer Support Engineer

United States

Full-time

Remote

Entry, Mid Level

GE Vernova is a forward-thinking global organization at the forefront of energy transformation. They are seeking a Customer Support Engineer to drive customer success by resolving technical challenges and optimizing system performance throughout the post-sales journey.

EnergyEnergy EfficiencySustainability

Responsibilities

Serve as the initial point of contact for technical issues related to GE Proficy manufacturing software systems and applications

Research and troubleshoot issues involving all aspects of software solutions, including but not limited to user interface, network and communication connectivity and performance, cloud and on-premise component interoperability, data collection/storage, visualization, analytics, machine monitoring software and associated control systems, hardware infrastructure, and interfaces to enterprise systems such as ERP, PLM and Quality

Stage and maintain local environments in order to troubleshoot and identify product problems for presentation to engineering or cloud infrastructure teams for resolution, or disseminate appropriate information necessary to correct configuration issues

Maintain accurate records of support cases and resolutions in Salesforce & ServiceNow

Collaborate with cross-functional teams to improve support processes and documentation

Participate in knowledge-sharing initiatives and contribute to internal knowledge bases

Participate in continuous improvement activities by identifying and appropriately escalating process and product quality gaps, providing solutions when possible

Follow/establish external escalation path and effectively diffuse customer conflicts and bring to resolution

Manage individual caseload to meet defined goals around time to solve, case age, inactivity, and utilization

Provide advanced customer support in 24x7 environment

May be required to work overtime, on-call or weekends

Flexibility to provide onsite support, as needed

Qualification

Proficy MESCloud platformsSQLPythonServiceNowSalesforceDockerKubernetesCustomer serviceAnalytical skillsEffective communicationProblem-solving

Required

Bachelor's degree in Computer Science, Engineering, Information Technology, or equivalent experience

Effective written and oral communication skills in English

Strong problem-solving skills and attention to detail

Experience with ticketing systems (e.g., ServiceNow, Salesforce, Azure DevOps) and remote support tools

Familiarity with GE Proficy MES or similar industrial software platforms preferred

Serve as the initial point of contact for technical issues related to GE Proficy manufacturing software systems and applications

Maintain accurate records of support cases and resolutions in Salesforce & ServiceNow

Collaborate with cross-functional teams to improve support processes and documentation

Participate in knowledge-sharing initiatives and contribute to internal knowledge bases

Participate in continuous improvement activities by identifying and appropriately escalating process and product quality gaps, providing solutions when possible

Follow/establish external escalation path and effectively diffuse customer conflicts and bring to resolution

Manage individual caseload to meet defined goals around time to solve, case age, inactivity, and utilization

Provide advanced customer support in 24x7 environment

May be required to work overtime, on-call or weekends

Flexibility to provide onsite support, as needed

Preferred

Experience in manufacturing or industrial software sector

Knowledge of cloud platforms (AWS, Azure) and virtualization technologies

Exceptional troubleshooting, customer service, and analytical skills

Ability to work independently with minimum direction

Highly motivated team-player

Ability to stay calm in pressurized situations and coach people through solving problems

Guides the conversation in a constructive manner; asks questions to uncover the critical information required to make decisions

Seeks to understand problems thoroughly before implementing solutions. Asks questions to clarify requirements when ambiguities are present. Implements clean, concise solutions that address the requirements at hand

Fosters a strong working relationship with customer in order to generate a clear understanding of their needs and concerns; possesses ability to think from clients' perspective

Benefits

Private Medical Insurance for you (can also be extended for family members).

Attractive financial compensations for roles involving external travels and on-site missions.

Fully customized development and training programs all throughout the year.

Increased number of vacation days, according to your work-experience, encompassed by an annual bonus payout.

Annual, performance-based, salary review.

Multiple subscriptions, discounts and vouchers available (such as Bookster subscription, corporate discount to fitness services, gift vouchers for Christmas and Easter holiday, daily meal vouchers, additional days off such as 8th of March and 3rd Easter Day and children’s benefits, including gifts for special occasions, vouchers, and events) etc.