Technical Support

Overview

Provide first-line technical support for GE grid automation products.

Key Responsibilities

• issue triage
• escalation management
• remote troubleshooting
• kpi development
• data analysis
• knowledge base

Tasks

-Assess the severity and complexity of issues to determine the appropriate response. -Document the escalation process and communicate with customers about next steps. -Escalate complex issues to higher-level support or specialised teams when necessary. -Provide initial troubleshooting guidance to customers over the phone or via remote assistance. -Assist with creating key KPIs and ensure that each is directly aligned with the goals and objectives. -Execute the review, analysis and resolution of assigned customer application enquiries and adhering to business standards, practices, procedures, and product / deadline requirements. -Conduct regular reviews of KPIs to ensure they remain relevant and aligned with changing business objectives. -Share insights and solutions with the support team to improve overall efficiency. -Analyse data collected to identify trends, patterns, and anomalies. -Contribute to the development and maintenance of knowledge bases and troubleshooting documentation. -Utilise knowledge bases, FAQs, and troubleshooting guides to resolve common issues. -Coordinate with the Lead Application Engineers and ensure timely management of Level 1 and Level 2 inquiry log. -Maintain clear and professional communication with customers throughout the support process. -Assist the Service team with timely management of the service agreement inquiring log and ensuring regular follow-ups towards providing a solution aligned with the agreed contract terms. -Receive and log customer support requests. -Provide updates on issue resolution and follow up to ensure customer satisfaction.

Requirements

• technical support
• communication
• t&d
• problem solving
• multitasking
• team player

What You Bring

-Previous experience in a customer facing technical support role. -Excellent verbal and written communication skills with a strong customer focus and ability to cooperate with the different departments.. -Familiarity with T&D sector would be useful. -Ability to organise, prioritise and achieve milestones and deliverables. -Sound judgment, levelheaded under pressure, with an ability to work on multiple enquiries simultaneously. -Effective problem identification and solution skills. -Must be a motivator, self-starter, and dedicated team player with a sense of urgency and an ability to work to tight deadlines.

People Also Searched For

About Ge Vernova

-Traces roots back to Edison and Alstom, merging power, renewable, digital & financial wings. -Headquartered in Cambridge, MA, crafts large-scale gas turbines, SMRs, wind turbines, hydro and grid tech to fuel economies. -On the nuclear front, advancing small modular reactors (like BWRX‑300) in partnership with utilities and supporting semiconductor projects. -Wind prowess spans onshore, offshore and blade making—with key sites like Dogger Bank offshore and blade plants in Spain. -Electrification arm tackles grid stability: HVDC, transformers, storage, conversion, plus GridOS software powering smarter infrastructure. -Weaves finance and consulting through energy-infrastructure investments, funding solar farms to pipelines via GE Energy Financial Services.

Sector Specialisms