Lead Monitoring & Diagnostics Technical Support Specialist

This is a fully remote position, open to applicants in United States.

📋 Description

• Deliver continuous technical support and manage daily cases through phone, email, and various communication channels.

• Diagnose technical issues and replicate problems as necessary.

• Collaborate with Product Line teams to expedite the resolution of customer concerns.

• Offer suggestions for repairs, enhancements, and part substitutions.

• Keep precise records within quality management, customer relationship management, and ERP systems, including Salesforce.com, ServiceMax, and SAP.

• Recognize training needs and take charge of personal development as well as the training of others.

• Supervise and report on cases escalated through the GA Non-conformance (ACT) process.

• Compile documentation and sustain a knowledge database with technical insights and resolution results.

• Maintain status logs and refresh critical case reports for open tier 1 and 2 support inquiries.

• Oversee the follow-through and resolution of tier 3 and 4 cases alongside the local team or product line.

• Engage in product line meetings to present updates and facilitate the resolution of outstanding cases.

• Organize, lead, and prepare summaries of customer cases and metric reports for regular client reviews.

• Manage the technical relationship with customers from the initiation of cases to their successful resolution.

⛳️ Requirements

• A degree in Engineering or a Technologist Diploma, along with relevant work experience.

• At least 5 years of experience in the industry, with 5 years specifically in Monitoring & Diagnostics.

• Strong understanding of GE Vernova Monitoring and Diagnostics devices.

• Capability to set up equipment and replicate issues reported by customers.

• Willingness to provide on-call, after-hours support, or adjusted hours to accommodate customer-specific needs.

• Outstanding written and verbal communication skills.

• Ability to quickly acquire in-depth product knowledge.

• Experience in addressing complex technical challenges with cross-functional teams.

• Excellent analytical, problem-solving, and time-management abilities.

• Proficiency in building consensus among cross-functional teams.

• Skill in prioritizing and managing multiple tasks while adhering to deadlines.

• Capability to perform well under pressure with customers and personnel at all levels.

• Legally authorized to work in the United States.

• Successful completion of a drug screening, if required.

🏝️ Benefits

• Discretionary annual bonus.

• Comprehensive medical, dental, vision, and prescription drug coverage.

• Access to a Health Coach from GE Vernova, a 24/7 nurse-based resource.

• Employee Assistance Program providing 24/7 confidential assessments, counseling, and referral services.

• GE Vernova Retirement Savings Plan.

• Tax-advantaged 401(k) savings plan with company matching contributions and retirement contributions.

• Fidelity resources and financial planning consulting services.

• Tuition assistance.

• Adoption assistance.

• Paid parental leave.

• Disability benefits.

• Life insurance coverage.

• 12 paid holidays.

• Flexible time off.

• Opportunities for professional development.

• Relocation assistance is not provided.