Customer Support Engineer Analyst

Provides expertise in sustained customer success and growth in the post-sales customer lifecycle through training, professional services, technical support, renewals, outcome attainment, retention, expansion, and customer advocacy with a Digital focus. This role involves researching and troubleshooting issues across GE Digital solutions, including configuration, network, cloud/on-premise interoperability, data, analytics, and machine monitoring. The position requires strong technical knowledge, judgment, and interpersonal skills to resolve issues and explain technical information to customers.

Must Have

• Research and troubleshoot issues with GE Digital solutions
• Expertise in configuration, UI, network, Cloud/on-premise interoperability
• Experience with data collection/storage, visualization, analytics
• Knowledge of machine monitoring software and control systems
• Familiarity with hardware infrastructure and ERP, PLM, Quality interfaces
• Engineering graduate (B.E / B. Tech)
• 4-5 years of working experience in Services & Digital Customer Support Engineering
• Good interpersonal skills
• Ability to explain technical information

Good to Have

• Strong oral and written communication skills
• Ability to document, plan, market, and execute programs
• Good understanding of IT/networks and cyber security aspects
• Hands-on experience on SCADA/EMS technology (GEV eterra platform)
• Well versed with working on database/displays
• Understands architecture, data flow from Sub-station to Control center
• Confident in troubleshooting system issues and providing resolutions

Perks & Benefits

• Relocation Assistance Provided

Job Description Summary

Provides expertise in sustained customer success and growth in the post-sales customer lifecycle through training, professional services, technical support, renewals, outcome attainment, retention, expansion, and customer advocacy with a Digital focus. Impacts quality of own work and the work of others on the team. Executes standard operational/technical tasks typically subject to instructions and work routines. There is latitude to rearrange the sequence to complete task/duties based on changing work situations.

Job Description

Roles and Responsibilities

• Research and troubleshoot issues involving all aspects of the GE Digital solutions, including but not limited to configuration, 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.
• Broadening knowledge of own technical discipline to execute policy/strategy. May include support roles with specialized technical field of knowledge; still acquiring higher level knowledge and skills.
• Basic understanding of key business drivers; uses this understanding to accomplish own work. Good understanding of how work of own team integrates with other teams and contributes to the area.
• May have some autonomy to make decisions within a defined framework. Resolves issues in situations that require good technical knowledge and judgment within established procedures. Consults more senior team members for issues outside of defined instructions/parameters.
• A job at this level requires good interpersonal skills and may be required to lead a junior team. For customer facing roles, develops strong customer relationships and serves as the interface between customer and GE. Explains technical information to others.

Required Qualifications

• This role requires basic experience in the Services & Digital Customer Support Engineering. Knowledge level is comparable to a Bachelor's degree from an accredited university or college
• Candidate should be an Engineering graduate (B.E / B. Tech) with working experience of 4~5 years

Desired Characteristics

• Strong oral and written communication skills. Ability to document, plan, market, and execute programs.
• Candidate should have good understanding of IT/ networks and cyber security aspects
• Have hands-on experience on SCADA/ EMS technology ( GEV eterra platform)
• Candidate should be well versed with working on database/ displays
• Candidate understands the architecture, data flow from Sub-station to Control center
• Candidate should be confident on troubleshooting system issues and providing resolutions.
• Note:
• This Role is for location Shillong/ Guwahati. Candidate shall get a posting for the said location.
• For roles outside of the USA, to ensure compliance with applicable legislation, the JDs should focus on the substantive level of experience required for the role and a minimum number of years should NOT be used.

Additional Information

Relocation Assistance Provided: Yes