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Smallworld Consultant, Energy Connectoins Grid Solutions

  • GE Energy Connections
  • Experienced
  • Posted 5/8/2017 3:16:54 PM
  • 2854295
  • Job Function: Services
  • Business Segment: Energy Connections Grid Solutions
Location(s): Japan; Minato

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.

Role Summary:

Essential Responsibilities:
The Smallworld Consultant will support our Customers and Value Added Resellers (VARs) in the use of GE’s Smallworld technology.
The role is embedded in the Customer Service Group in Asia Pacific, a team that works closely with customers and VARs delivering effective first and second line technical support on the full Smallworld product suite. The focus is on building good working relationships and delivering a quality service.

Key responsibilities of the role include:
• Investigating customer issues and developing patches on the Smallworld platform and associated systems
• Work with customers to ensure they are making the most of their system (eg. through programs such as health-checks and product training)
• Seek out new opportunities (product or project) within existing customer sites and liaise with pre-sales or partners to convey and enable them to follow through on such opportunities

Smallworldコンサルタントには、顧客と代理店に対するSmallworld製品サポートをお任せします。アジア太平洋地域のCustomer Service Groupに所属し、同域内のお客さま、代理店、システム・インテグレータ・パートナー企業様向けSmallworld製品技術サポートの1次受け、2次受けをアジア太平洋地域のサポートチームの一員として担っていただきます。顧客とのよりよい関係構築と高品質なサポート提供が重要な役割の一つとなります。

Key responsibilities of the role include:
l 顧客が直面する問題/不具合の検証
l 必要によりSmallworld製品むけの修正パッチの作成等
l 製品トレーニング、システムのヘルスチェック等を通して製品知識の共有ならびに製品の有効活用の方法をサポートする。
l サポート業務を通して新しい販売機会を掘り起こし、プリセールス、営業担当を巻き込んで進めていく。
l 海外の開発部門と緊密な連携を取り、実装、コンサルティング、サポートをリードする。

• Minimum 5 years’ experience of object-oriented programming e.g. Smallworld Magik
• A quick learner with the ability to take on new information
• Able to manage themselves and without supervision
• Experience in UNIX and/or Windows operating systems
• Proven track record of problem analysis, identification and resolution
• Strong troubleshooting and debug skills
• Ability to conduct training / 1:1 meetings
• Ability to handle difficult or irate employees effectively
• Ability to work under pressure
• Excellent interpersonal and communication skills
• Familiarity with relational databases, especially Oracle
• A team orientated approach, with strong verbal and written communication skills
• Fluency in English
• Domain knowledge of telecommunications, gas, electricity or water utilities
• Experience with the Smallworld product suite, Java, JSF, Websphere, .Net and Oracle preferable
• BSc/BA in Computer Science, Information Technology or related technical degree
• Able to prioritize and manage multi-tasking
• Flexible and prepared to travel (short duration) if required

Desired Characteristics:
This position requires a technically minded candidate with:
• software application programming skills
• a knowledge of Telecommunications networks and Operational Support Systems (OSS)
• good communication skills
• phone based customer service / technical support experience
• ability to develop strong relationships with key customer contacts
• strong customer service focus; with the ability to empathise as well as prioritise customer needs

Locations: Japan; Minato
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