Digital Customer Support Engineering Specialist
General Electric Company
Astana, Kazakhstan
9 дней назад

About Us :

GE is the world's Digital Industrial Company, transforming industry with software-defined machines and solutions that are connected, responsive and predictive.

Through our people, leadership development, services, technology and scale, GE delivers better outcomes for global customers by speaking the language of industry.

At GE Transportation, we move the world. We are a global digital industrial leader and supplier to the rail, mining, marine, stationary power and drilling industries.

Our solutions help customers deliver goods and services with greater speed and greater savings using our advanced manufacturing techniques, industry expertise and connected machines.

Established more than a century ago, GE Transportation is a division of GE that began as a pioneer in passenger and freight locomotives.

That innovative spirit still drives GE Transportation today. It's the engine of change that puts us at the forefront of transportation technology, software, and analytics.

And it's why we continue to find-and realize-the potential that keeps our connected world moving forward. The GE Transportation Global Headquarters is located in Chicago, Illinois.

There are over 65 service sites worldwide.

Role Summary :

The Customer Support Engineering Specialist is responsible for resolving product, configuration, and application issues / questions for the GE Transportation's digital solutions products.

Essential Responsibilities :

The Customer Support Engineering Specialist be responsible for providing expert software technical support and / or Application Support including maintenance for GE Transportation customers.

Provide support to customers experiencing application workflow / clinical issues displaying an in-depth client workflow or clinical knowledge and / or technical difficulties displaying in-

depth technical knowledge of the technology in the Software Products. Working knowledge of operating system (for example file transfer, etc.).

  • Respond to customer requests via phone and email.
  • Research and troubleshoot issues involving all aspects of the GE Transportation Digital solutions, including but not limited to user interface, network and communication connectivity and performance, Cloud and on-
  • premise component interoperability, data collection / storage, visualization, analytics, machine monitoring software and associated control systems, hardware infrastructure, and interfaces to enterprise systems such as ERP, PLM and Quality.

  • Troubleshoot and identify product problems for presentation to engineering or Cloud infrastructure teams for resolution or disseminates appropriate information necessary to correct configuration issues.
  • Adhere to all processes and methodology for Knowledge Centered Support. Create knowledge content for the Knowledge base.
  • Uses troubleshooting techniques and programming skills to make needed modifications to customer database and ensure information integrity
  • Uses troubleshooting techniques and programming skills to analyze and resolve customer issues as assigned in compliance with the standard turn-
  • around time or project milestones

  • Uses standard utilities and programming skills, deliver software to customer sites from GE Transportation standard version libraries as well as updates GE Transportation system with resolution status
  • Supports product or application with little or no assistance, maintains a high level of quality following all GE Transportation department standards
  • Is responsible for quality solutions to be implemented at client sites
  • Understands and follows departmental standards
  • Adheres to and advances the use of GE Transportation coding conventions, debugging techniques, tools, and documentation.
  • Acts as a technical resource to other members of the department and customers
  • Analyzes and resolves most software issues with minimum assistance
  • Specifies, sets up, codes, and processes complex conversion and interfaces for assigned clients meeting all project plan dates set
  • Has in-depth knowledge of at least 1 major product. Supports multiple products or suites, while maintaining a high level of quality, following all GE Transportation department standards
  • Has a concentration in / familiarity with other applications to develop integration expertise
  • May write or contribute user / technical documentation and case notes
  • Meets with customers as necessary, analyzes their needs, and provides insight into products and their functionality
  • May be required to work overtime, on-call, weekends, and holidays
  • Identify and report any personal quality or compliance concerns immediately to the Quality Organization, ensure timely dispatch closure
  • Ensure completion of all field modifications instructions (FMI’s) within prescribed timeframe
  • Participate in continuous improvement activities by identifying and appropriately escalating process and product quality gaps
  • Flexibility to provide onsite support, as needed
  • Provides customer support in 24x7 environment
  • Qualifications / Requirements :

  • Bachelor’s Degree or Associates and 1 year of progressive experience within technical service role or equivalent (software, hardware, networks databases, and / ordesktops
  • Computer skills to include knowledge of software programming and database applications
  • Fluent in English and Russian languages (writing, reading, listening, speaking)
  • Must have legal authorization to work in Kazakhstan
  • Desired Characteristics :

  • Ability to work independently with minimum direction
  • Effective communication skills. Demonstrated ability to effectively interface with cross-functional teams
  • Achieve KCS Publisher Certification within 6 months (if required)
  • Positive attitude when dealing with customers and co-workers.
  • Strong common sense and logical reasoning skills.
  • Familiarity with remote monitoring and diagnostics solutions and concepts
  • Exceptional troubleshooting, customer service, and analytical skills
  • Sets an example in terms of quality, consistency and level of work, as well as work ethic and approach
  • Technical Expertise :

  • Demonstrates basic awareness of enterprise software development vernacular, methodologies, license models (perpetual, SaaS, etc) and other industrial software products and competitors (data management, automation, erp, etc).
  • Possesses working knowledge of concepts such as Agile and Waterfall. Ability to distill general
  • customer requirements down to actionable work products in context. Can be utilized to problem solve at customer sites as the GE representative.

  • Understands architecture types, principles, patterns, terminologies and tools. Understands the architecture development process & methods.
  • Understand the current level of adoption of the architecture best practices on per program basis.

  • Understands the primary competitors and partners in the product space. Understands the go to market strategy and positioning of products Recognizes variations to the process and works to resolve independently.
  • Can adapt to gaps or exceptions to the processes and adjust accordingly.

  • Aware of need to develop and present recommendations in a manner that is simple for others to act upon; Uses basic data analysis to make decisions.
  • Demonstrates basic awareness of enterprise software development vernacular, methodologies, license models (perpetual, SaaS, etc) and other industrial software products and competitors (data management, automation, erp, etc).
  • Generally possesses working knowledge of concepts such as Agile and Waterfall. Ability to distill general customer requirements down to actionable work products in context.

  • Follows prescribed guidelines, protocol, procedures. Understands prerequisites. Can identify gaps or exceptions to procedures and when to escalate issues.
  • Able to achieve most tasks using own judgment, but needs assistance to understand some details. Understands value of getting feedback from customers and stakeholders.

    Understands and adheres to quality requirements.

  • Demonstrates familiarity with and adherence to basic content / workflow processes and knowledge tools available within the organization.
  • Leverages existing knowledge to drive issue resolution. Contributes to knowledge adoption leveraging best practices.

    Locations : Kazakhstan; Astana

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