Lead Technical Support Technologist
Company: General Electric
Location: Austin, Texas
Posted: December 09, 2017
Reference ID: 3039430
GE is the world's Digital Industrial Company, transforming industry with software-defined machines and solutions that are connected, responsive and predictive. Through our people, leadership development, services, technology and scale, GE delivers better outcomes for global customers by speaking the language of industry.
GE Power is a world leader in power generation with deep domain expertise that helps customers deliver electricity from a wide spectrum of fuel sources. We are transforming the electricity industry with the digital power plant, the world's largest & most efficient gas turbine, full balance of plant solutions and our data-leveraging software. Our innovative technologies and digital offerings help make power and water more affordable, reliable, accessible and sustainable.
GE offers a great work environment, professional development, challenging careers, and competitive compensation. GE is an Equal Opportunity Employer at http://www.ge.com/sites/default/files/15-000845%20EEO%20combined.pdf . 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.
The Lead Technical Support Technologist will be responsible for assisting end customers, distributors and OEM's in troubleshooting, failure analysis, warranty, start-ups and on-site training, as required to meet the customers' needs. The key focus for this position is supporting engineering on the Jenbacher Type 6 product.
As the Lead Technical Support Technologist, you will:
+ Provide technical support / resolution to Jenbacher engine customers and channel partners in North America, South America and Canada
+ Support the development of GE channel partners in the region with respect to technical competences, methods and site activates
+ Submit detailed reports concerning inspections, service work, failure analysis, and regional activities
+ Lead technical meetings in the North American region with customers and channel partners to address business critical technical issues and corrective / preventative actions
+ Support Root Cause Analyses and site investigations of equipment issues / failures and present findings to the channels and customers
+ Attend conferences, seminars, etc., as the America's technical Support representative
+ Take ownership of ServiceNow cases either remotely or on-site and bring them to final resolution
+ Involve / escalate cases as needed with limited or no supervision
+ Perform duties in compliance with all applicable departmental and divisional quality procedures and work instructions
+ Communicate fleet and product issues to the engineering teams, commercial teams and product line managers to identify new opportunities
+ Drive customer satisfaction through commitment to quality
+ Bachelor's Degree from an accredited university or college in Mechanical or Electrical Engineering (or a High School Diploma / GED with a minimum of 4 years of experience in a support or maintenance engineering position)
+ Minimum of 5 additional years of experience servicing and troubleshooting internal combustion engines and/or power generation equipmentMinimum of 3 years of experience servicing and troubleshooting Jenbacher internal combustion engines
+ Ability and willingness to travel 40-50% (ability to travel within Canada and the Americas)
+ Prior experience in a customer facing role
+ Able to use MyPlant for troubleshooting and analytics
+ Be familiar with Jenbacher software (XT4 or XT3)
+ Currently or ability to become Jenbacher level 3 certified
+ Certification includes:
+ FTB - Basic Field Technician training
+ FTA - Advanced Field Technician training
+ MR6 - Maintenance and repair training for Type 6
+ CT1 - Commissioning training level 1
+ CT2 - Commissioning training level 2
+ Ability to drive change in a challenging business environment
+ Strong analytical, commercial acumen, and contractual awareness
+ Strong computer and analytical skills
+ Strong interpersonal skills with customer, peers, team members
+ Ability to work across organizational boundaries and to work in cross-functional and cross-regional teams
+ Demonstrated solid communicator - written and oral
+ Knowledge of Microsoft Office (Word, Excel and Power Point)
+ Demonstrated accuracy and thoroughness
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Locations: United States; Texas, Wisconsin; Waukesha, Houston, Remote
GE offers a great work environment, professional development, challenging careers, and competitive compensation. GE is an Equal Opportunity Employer at http://www1.eeoc.gov/employers/upload/eeoc_self_print_poster.pdf . 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.
GE will only employ those who are legally authorized to work in the United States for this opening. Any offer of employment is conditional upon the successful completion of a background investigation and drug screen.