Technical Support Engineer

Recruiter
Location
Mumbai,
Salary
Competitive
Posted
22 Nov 2016
Closes
06 Jan 2017
Ref
2782588
Sector
Oil and Gas
Contract Type
Permanent
Hours
Full Time
The Technical Support Engineer will work with regional project teams, Adoption Services, and customers to provide best in class support for their GE software solutions. This position involves troubleshooting and resolving issues reported for the OE/APM/AUM product lines. This will require data analytics, software architecture, system interfaces, and data transfer skills. This role will also interface with other organizations such as engineering and IT to resolve application issues.

Essential Responsibilities

A position in the Software Solutions Operations and support team is an exciting opportunity be in a technical role while working with the broader PGS project delivery organizations. A Technical Support Engineer requires a system level understanding of the GE Suite of products aimed at power plant optimization. Engineers will work with all GE software products and be required to understand the fundamentals of power plant operations.
The Technical Support Engineer will work with regional project teams, Adoption Services, and customers to provide best in class support for their GE software solutions. This position involves troubleshooting and resolving issues reported for the OE/APM/AUM product lines. This will require data analytics, software architecture, system interfaces, and data transfer skills. This role will also interface with other organizations such as engineering and IT to resolve application issues.

Essential functions are: 

Work with customers to understand and resolve any issues they have with GE applications.
Responsible for driving the resolution of all customers issues and engaging all appropriate groups that are needed to solve application issues.
Understand all components of the software solution (data gathering, Historian, Orchestration Manager, SQL Server, Real Time Dispatcher, FPS Analytics, Asset Model, Central Rules Engine, Application Server, UI).
Utilize various monitoring and diagnostic tools to troubleshoot and pin point the issue.
Coordinate with customers, project team, and Adoption Services on any fixes to be delivered and timing of any system outages that are needed.
Perform validation testing on any proposed fixes to ensure that the issues is resolved and will not cause other problems.
Liaise with multiple engineer teams on product fixes and enhancements to ensure that the customer needs are met and that the engineering teams have all of the information they need.
Provides timely and proactive communications on significant issues or developments.
Possible travel to customer locations in support of commercial teams or resolution of field issues (<10%).
Promote and contribute to business programs (cost reduction, continuous improvement, workout, business teams, etc.)

Qualifications/Requirements

Bachelor's degree in engineering, computer science, or related field.
3-5 years in Software Support or Development experience
Demonstrated ability to meet goals and objectives
Excellent communication skills, both written and oral.

Desired Characteristics

Candidate should have experience that demonstrates technical knowledge and understanding of supporting customer-facing applications, in-depth troubleshooting experience, and working with multiple teams in a cross-functional environment.
Experience working with and helping customers.
Strong technical aptitude, including enterprise application skills, application engineering, SQL, and web applications.
Personal accountability to own and drive issues to resolution across multiple teams.
Strong oral and written communication skills.
Strong interpersonal and leadership skills.
Experience working with power plant employees and the power generation segment.

Work Traits:
Understands business objectives and drives specific tasks required to meet the objectives.
Understands GE's products, capabilities, and limitations in sufficient detail to be able to solve customer issues in a timely manner.
Customer-first attitude.

Values:
Customers determine our success.
Learns and understands the business vision and openly and consistently follows it.
Works proactively with all team members to share knowledge
Displays good interpersonal skills - is accessible and approachable.
Anticipates customer needs and ensures that they are met.
Measures processes and performance through the customer's eyes.
Communicates messages clearly and concisely.
Builds loyalty and commitment.