Job Description Summary
At GE Digital, we are creating technology and solutions to enable social, mobile, analytical and cloud capabilities for the Industrial Internet.
The Industrial Internet is an open, global network that connects people, data and machines. It’s about making infrastructure more intelligent and advancing the industries critical to the world we live in.
At GE, we believe it’s about the future of industry energy, healthcare, transportation, manufacturing. It’s about making the world work better.
We currently have a Customer Support Engineer position available in Asset Management Customer Support, a division of the GE Digital business providing high-tech, software solutions to the Utility and Telecommunications industries.
The Regional Customer Support team works closely with Customers, Business Partners and Distributors throughout Europe, Africa and the Middle East delivering effective first and second line technical support on the full Asset Management Geospatial, Smallworld product suite and Mobile solutions.
The Customer Support Engineer is based out of the Romanian facility in Bucharest, reporting into the Customer Support organization and working closely with the German Customer Support Subject Matter Experts and Engineering functions as well as other delivery centers for process continuity to ensure we continue to build good working relationships and deliver a quality service.
You’ll provide expertise in sustained customer success and growth in the post-sales customer lifecycle through training, professional services, technical support, renewals, outcome attainment, retention, expansion, and customer advocacy with a Digital focus.
Provide first and second level support for problem resolution, including reproduction of customer issues, reporting defects and providing workarounds to customers (including patches)
Interface with product support groups and development groups to facilitate case resolution
Interpret customer needs, assess impact on the customer and prioritise accordingly
Accurately record and document case activity in a web based issue resolution tool
utilization and productivity
Encourage customer feedback and escalate major, elusive or recurrent issues that affect customer satisfaction
Provide feedback to development and quality teams and participate in Quality Audits, as necessary
Perform on-site / remote customer support when required
Good knowledge of, and adherence to, company internal systems and processes. Total commitment to integrity
Participate in Championing the Customer’ devising customer profile reports, understanding user base and user workflows, top issues, site visits etc.
Maintain awareness of relevant technical and product trends through self-learning / study, training classes and job shadowing
Help grow team expertise through knowledge sharing (showcases, presentations, technical blogs)
Contributing to wider Services project work when appropriate, such as testing activities as part of knowledge transfer
Participation in regional rota to deliver out of hours service
Essential requirements :
Bachelor of Science degree in Information Systems, Information Technology, Computer Science, or Engineering or other degree with relevant experience or equivalent level of experience
Fluent in German and English
Good customer facing skills, managing interactions to establish credibility and trust
Able to develop and execute against a delivery plan
Good presentation and communication skills
Able to prioritise and multi-task as well as to work as part of a regional team
Experience with technologies related to the Smallworld product suite, e.g. Java, web technologies, Kubernetes , Websphere, major database systems
Desired Characteristics :
Able to work as part of a team
External focus - creates processes with customer viewpoint and impact in mind and goes above and beyond to ensure customer satisfaction
Experience of the telecoms, electricity or other utility domains
Experience of Citrix, VMware, Cloud & containerization (eg K8) technology
IT expertise hardware specifications, troubleshooting, file-systems etc.
DevOps and agile methodology awareness
A GIS / geospatial background is advantageous, prior involvement with Smallworld GIS products and Magik language is particularly sought after
Database Administration skills (e.g., Oracle, SQL Server)
Awareness of established best practice service methodologies such as ITIL and Prince2
Relocation Assistance Provided : No