PAC Technical Support Engineering

Job Description Summary

This role serves as the technical interface between Level 1 customer care, field service teams, and senior engineering experts (L3/L4). The successful candidate will support fault analysis, configuration, and commissioning inquiries; assist with product integration into customer systems; and contribute to improving tools and processes across the Grid Automation North America Support Organization.

Job Description

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

Required Qualifications:

• Associate's degree from an accredited college or university or equivalent experience
• Minimum of 1 year of relevant experience
• Ability and willingness to travel up to 25% of the time

Desired Characteristics:

• Minimum 2 years of experience in power system protection and control
• 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.
• 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

Additional Information

Relocation Assistance Provided: No