Asset Management Customer Support Engineer
Bucharest (Municipiul Bucureşti) Accounting / Management control
Job description
3188902
Additional Cities
Bucharest
Career Level
Experienced
Relocation Assistance
No
Business
GE Renewable Energy
Business Segment
Renewable Energy Grid Solutions
Function
Services
Country/Territory
Romania
Postal Code
11852
Role Summary/Purpose
The Customer Support group works closely with Customers, Business Partners and Distributors throughout Europe delivering effective first and second line technical support on the full Geospatial, Smallworld product suite and Mobile solutions.
Essential Responsibilities
- 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 prioritize accordingly
- Accurately record and document case activity in a web based issue resolution tool
- Diligently monitor case metrics as an indicator of performance, on time delivery of milestones, backlog and SLA span for support issues; 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.
Qualifications/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 (can be flexible)
Excellent written and verbal English skills
Desired Characteristics
- Experience of the telecoms, electricity and other utility domains
- External focus - creates processes with customer viewpoint and impact in mind and goes above and beyond to ensure customer satisfaction
- Experience with technologies related to the Smallworld product suite, such as Java, JSF, Websphere, FME, .Net and Oracle preferable
- Relational Database skills
- Good presentation and communication skills
- Able to prioritise and multi-task
- Able to work as part of a team
- A GIS/geospatial background is advantageous, prior involvement with Smallworld GIS products and Magik language is particularly sought after
About Us
GE (NYSE:GE) drives the world forward by tackling its biggest challenges. By combining world-class engineering with software and analytics, GE helps the world work more efficiently, reliably, and safely. GE people are global, diverse and dedicated, operating with the highest integrity and passion to fulfill GE’s mission and deliver for our customers. www.ge.com
Primary Country
Romania
Primary State/Province
Bucharest
Primary City
Bucharest