Technical Support Specialist – Monitoring & Diagnostics

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

📋 Description

• Deliver continuous technical support and manage daily inquiries via phone, email, and various communication platforms.

• Analyze technical issues, replicate problems, and collaborate with Product Line teams to resolve customer concerns.

• Suggest repairs, upgrades, and component replacements as needed.

• Keep accurate records using quality management, CRM, and ERP systems, including Salesforce.com, ServiceMax, and SAP.

• Identify training needs and take charge of personal growth and the training of colleagues.

• Monitor and provide reports on cases that have been escalated through the GA Non-conformance (ACT) process.

• Create documentation and maintain the technical knowledge database.

• Maintain status records and critical case reports for ongoing Tier 1 and Tier 2 issues.

• Ensure follow-up and resolution of Tier 3 and Tier 4 cases managed by local or Product Line teams.

• Engage in Product Line meetings to present updates and facilitate the resolution of outstanding cases.

• Organize, lead, and prepare summaries of customer cases and performance metrics for regular customer review meetings.

⛳️ Requirements

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

• At least 5 years of experience in the industry, including 5 years in a related Monitoring & Diagnostics sector.

• Strong understanding of GE Vernova Monitoring & Diagnostics devices.

• Capability to configure equipment and reproduce issues reported by customers.

• Willingness to be on call, provide after-hours support, or adjust work hours for customer-centric situations.

• Excellent written and verbal communication abilities.

• Capacity to quickly acquire in-depth product knowledge.

• Experience in resolving complex technical issues in collaboration with cross-functional teams.

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

• Ability to foster consensus among cross-functional teams.

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

• Ability to perform under pressure with customers and employees across all organizational levels.

• Proficiency in a second language is considered an asset.

🏝️ Benefits

• Discretionary annual bonus.

• Relocation assistance is not provided.