PAC Technical Support Engineering

Overview

Level 2 post-sales technical support for GE Vernova's protection and control portfolio, including relays, meters, and associated software used in utility and industrial power systems. The role is the technical interface between Level 1 customer care, field service teams, and senior engineering experts (L3/L4).

What you'll do

• Provide ongoing technical support and case management daily through phone, email, and other forms of communication.
• Investigate technical problems, reproduce issues as required, and interface with Product Line teams to drive customer issues to closure in a timely manner with a positive outcome.
• Collaborate with L3/L4 engineering teams for escalated investigations, ensuring comprehensive problem documentation.
• Provide recommendations to customers for upgrades of obsolete products.
• Maintain accurate records in the quality management and customer relationship management (CRM) tools.
• Maintain RMA status and documentation.
• Identify training opportunities and take ownership for self-development and training of others.
• Monitor and report on cases escalated through the entire GE process.
• Prepare documentation and maintain the knowledge database of technical tips and technical resolution outcomes.
• Maintain a status record and update the critical case report of open issues for all tier and severity type customer issues.
• Participate in product line meetings to present, update and drive resolution for open requests.
• Schedule, lead and prepare customer case summary and metric reports for review with customers as required.
• Identify firmware issues on relays and diagnose them with testing.
• Maintain a professional demeanor and interact at all levels of the customer organization.

What you'll need

• Associate's degree from an accredited college or university, or equivalent experience.
• Minimum of 1 year of relevant experience.
• Ability and willingness to travel up to 25% of the time.

Nice to have

• Minimum 2 years of experience in power system protection and control.
• Conveys an understanding of industrial and utility protection, control and communications applications.
• Flexible to work on-call, after-hours support or modified hours of work to support customers.
• Experience using GE Multilin protection and control products.
• Power system automation and communication expertise.
• Protection and control testing experience using secondary injection methods.
• Ability to perform post-fault power system fault analysis and recommend settings or application modifications.
• Hands-on expertise in configuring and troubleshooting protection and control systems.
• Experience configuring and troubleshooting IEC 61850-based protection systems.
• Practical experience with protective relay settings, features and network communications.
• Ability to work efficiently without direct supervision.
• Strong problem-solving skills.
• Flexible and adaptable; open to change and modification of tasks.

Details

• Location: Remote position.
• Relocation assistance: not provided.