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End User Support Engineer

  • GE Power
  • Experienced
  • Posted 1/28/2017 4:55:28 PM
  • 2832134
  • Job Function: Digital Technology
  • Business Segment: Power Information Technology
Location(s): Turkey ; Gebze

About Us:
GE {NYSE: GE} works on things that matter. The best people and the best technologies taking on the toughest challenges. GE operates in over 160 countries and employs more than 300,000 people worldwide, finding solutions in energy, health and home, transportation and finance to build, power, move and cure the world. Not just imagining. Doing.

Role Summary:
At GE Power, 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.

Essential Responsibilities:
In this role, you will:

• Research, troubleshoot and lead resolution of issues involving all aspects of customer-facing solutions, including (but not limited to) user interface, product functionality, application performance, data collection/storage, analytics, and customer data
• Review end-to-end customer support processes to proactively identify gaps and prioritize/execute IT process improvements that increase customer satisfaction and contribute to overall customer success
• Interface directly with customers to triage application-related issues and drive prompt resolution by working with cross-functional business teams
• Provide timely, proactive communications to stakeholders on significant issues and developments
• Develop and report on metrics, including operational metrics, case statistics, and customer surveys
• Serve as the single point of contact for the customer via verbal and written communication
• Adhere to all processes and methodology for Knowledge Centered Support and create knowledge content

• Bachelor’s Degree in Computer Science or in “STEM” Majors (Science, Technology, Engineering and Math)
• A minimum of 2 years of professional experience in Information Technology OR Master’s degree with 1 years of experience
• A minimum of 2 years in Customer Support and Service

Desired Characteristics:
• Expertise on a Priori software and service offerings
• Expertise on manufacturing cost models
• Expertise on project management and execution of technical operations including configuration, user training and usage mentoring
• Experience working with teleconferences and web-demonstrations
• Experience with database management systems and working with SQL
• Experience working with ITIL process methodology
• Excellent verbal and written communication skills in English
• Love digging into new technologies, and can pick them up quickly
• Excellent interpersonal, communication, presentation and facilitation skills
• Strong team player – collaborates well with others to solve problems and actively incorporates input from various sources; has experience --working with others on a global basis
• Flexible and available approach to working in a changing environment

Technical Expertise:

• Proven problem solving and analytical skills
• Proven functional application support and customer service support skills
• 2+ years of experience supporting Windows Desktop and client-server applications
• 2+ years of experience using an issue ticketing system
• 2+ years of experience working with DBMS systems and SQL
• Ability to record customer issues
• Ability to test software defects
• Knowledge on software development process

Business Acumen:

• Demonstrated customer focus – evaluates decisions through the eyes of the customer, builds strong customer relationships, creates processes with customer viewpoint and partners with customers to help shape their future initiatives
• Ability to manage to aggressive deadlines while staying true to strategic outcomes
• Ability to understand and communicate complex business, and technical issues clearly and accurately

Personal Attributes:

• Excellent written and verbal communication skills
• Ability to work independently on projects
• Sharp eye for detail
• Highly collaborative, team-oriented individual
• Positive, enthusiastic and confident attitude

Locations: Turkey ; Gebze

GE offers a great work environment, professional development, challenging careers, and competitive compensation.  GE is an Equal Opportunity Employer.  Employment decisions are made without regard to race, color, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other characteristics protected by law.
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