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 various communication channels including phone and email.

• Investigate technical issues and replicate problems as necessary.

• Collaborate with Product Line teams to ensure timely resolution of customer concerns.

• Suggest repairs, upgrades, and part replacements as required.

• Keep precise records in quality management, CRM, and ERP systems such as Salesforce.com, ServiceMax, and SAP.

• Recognize training opportunities and take responsibility for personal development as well as training others.

• Monitor and provide reports on cases escalated via the GA Non-conformance (ACT) process.

• Create documentation and maintain a knowledge database of technical insights and resolution outcomes.

• Track status records and update critical case reports for open Tier 1 and Tier 2 support issues.

• Manage, follow through, and resolve Tier 3 and Tier 4 cases together with the local team or Product Line.

• Engage in Product Line meetings to present, update, and facilitate resolution for ongoing cases.

• Organize, lead, and prepare summaries and metric reports for customer case reviews.

• Foster the technical relationship with customers from the initiation of the case to its successful resolution.

⛳️ Requirements

• Bachelor’s degree in Engineering or Technologist Diploma, along with relevant work experience.

• At least 5 years of experience in the industry, with a minimum of 5 years in a related field—Monitoring & Diagnostics.

• Strong familiarity with GE Vernova Monitoring and Diagnostics devices.

• Capability to set up equipment and replicate customer-reported issues.

• Willingness to work on-call, during after-hours, or adjusted hours to cater to customer-specific needs.

• Outstanding written and verbal communication abilities.

• Quick to develop in-depth product knowledge.

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

• Strong analytical, problem-solving, and time-management skills.

• Proficient in building consensus among cross-functional teams.

• Ability to prioritize and manage multiple tasks while adhering to deadlines.

• Composure under pressure when interacting with customers and various staff levels.

• Authorized to work legally in the United States.

• Successful completion of a drug screening, if applicable.

🏝️ Benefits

• Discretionary annual bonus.

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

• Access to a Health Coach from GE Vernova, a resource available 24/7.

• Employee Assistance Program offering 24/7 confidential assessment, counseling, and referral services.

• GE Vernova Retirement Savings Plan.

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

• Access to Fidelity resources and financial planning consultants.

• Tuition assistance available.

• Adoption assistance provided.

• Paid parental leave.

• Disability benefits offered.

• Life insurance coverage.

• 12 paid holidays each year.

• Permissive time off policy.

• Opportunities for professional development.

• Relocation assistance is not provided.