Spécialiste Soutien Technique - Surveillance et Diagnostics/Lead Monitoring & DiagnosticsTechnical Support Specialist

Lead Monitoring & Diagnostics Technical Support Specialist

Job Description Summary: The Lead Technical Support Specialist is highly technical, customer focused and self-motivated in providing technical support for GE Vernova customers. You will own the technical relationship with customers and be responsible for all activities of the case request from request creation to successful conclusion.

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 groups to drive customer issues to closure, in a timely manner and with a positive outcome
• Provide recommendations for repairs, upgrades and part replacements
• Maintain accurate records in the quality management, customer relationship management and ERP tools (Salesforce.com, ServiceMax, SAP etc.)
• Identify training opportunities and assume ownership for self-development and training of others
• Responsible for monitoring and reporting on cases escalated through the GA Non-conformance (ACT) 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 open issues for support level tier 1 and 2 cases
• Assume ownership, follow-through and resolution responsibilities for tier 3 and 4 type cases residing with local team or with product line
• Participate in product line meetings to present, update and drive resolution for open cases
• Schedule, lead and prepare customer case summary and metric reports for review with customers on a regular basis

Required Qualifications:

• Engineering degree or Technologist Diploma and/or related work experience
• Minimum 5 years of industry experience and 5 years in related field - Monitoring & Diagnostics.
• Very good knowledge of the GE Vernova Monitoring and Diagnostics devices.
• Innovative thinker with the ability to set up equipment and reproduce customer reported issue
• Flexible to work on-call, after hours support or modified hours of work to support customer specific situations

Desired Characteristics:

• Exceptional written/verbal communication skills
• Must be a quick learner, with the ability to develop strong product knowledge rapidly
• Ability to speak a second language is a plus
• Experience working on complex technical issues with cross-functional teams
• Self-starter with exceptional analytical/problem solving and time management skills
• Ability to build consensus of cross-functional teams to achieve a positive outcome
• Ability to prioritize and effectively handle multiple assignments while consistently meeting deadlines
• Results-oriented problem solver with the ability to work well under pressure with customers and all levels of staff

Salary Range: For candidates applying to a Canadian-based position, the pay range for this position is between $89,300 and $139,300 USD annually. For candidates applying to a U.S. based position, the pay range for this position is between $89,300 and $148,700 USD annually. The specific pay offered may be influenced by a variety of factors, including the candidate's experience, education, and skill set. Bonus eligibility: discretionary annual bonus.