Product Service Engineer – Small AC / DC Motors Product Line
GE Energy Connections
Posted 5/8/2017 3:26:36 PM
Business Segment: Energy Connections Power Conversion
Location(s): United States; Virginia, California; Salem, Fort wayne
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.
GE Energy Connections designs and deploys industry-leading technologies that turn the world on. We transport, convert, automate and optimize energy to ensure we provide safe, efficient and reliable electrical power. Uniting all the resources and scale of the world’s first digital industrial company, we connect brilliant machines, grids, and systems to power utility, oil & gas, marine, mining and renewables customers, that keep our world running. www.GEEnergyConnections.com
GE’s Power Conversion business applies the science and systems of power conversion to help drive the electrification of the world’s energy infrastructure by designing and delivering advanced motor, drive and control technologies that evolve today’s industrial processes for a cleaner, more productive future. Serving specialized sectors such as energy, marine, oil and gas, renewables and industry, through customized solutions and advanced technologies, GE Power Conversion partners with customers to maximize efficiency. To learn more, please visit: www.gepowerconversion.com.
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.
Role Summary: GE is an equal opportunity employer, offering a great work environment, challenging career opportunities, professional training and competitive compensation. The Power Conversion motor Product Service Engineer (PSE) - Small AC / DC Motors Product Line will be working with a growing team of Product Service engineers. The PSE works with customers, design engineering teams, commercial teams, manufacturing, service shops and suppliers to provide issue resolution for motor issues.
Essential Responsibilities: As the Product Service Engineer (PSE) - Small AC / DC Motors Product Line, you will:
Ensure customer warranty claims / product concerns are addressed in a timely and effective manner, for the purposes of maintaining customer satisfaction / minimizing customer downtime and driving quality improvement internally
Manage resolution of field issues and customer concerns relating to motor equipment; coordinate repair activities, site inspections, implementation of solutions, etc
Utilize experience addressing warranty issues and data available in warranty issues database to identify quality concerns and negative warranty trends; work effectively with manufacturing quality, supplier quality and various other functions to address these concerns / trends
Conduct and / or lead Engineering and manufacturing team in root cause analysis of motor failures
Present root cause analysis findings and project status to cross-functional review teams for approval and recommendations for additional actions to consider
Interact with field engineering service teams, 3rd party service shops and GE-owned service shops to provide motor warranty service
Present issues / proposed solutions to cross-functional teams in developing solutions to customer warranty claims or other technical concerns
Schedule / conduct meetings with customers to gather data related to failures and / or present proposed solutions
Participate / lead periodic reviews with plant quality management to highlight top issues
Document actions taken and costs incurred in resolution of customer warranty claims, as well as populating case details in database to allow extraction of failure data for tracking / trending of quality issues
Populate knowledge database with solutions provided for specific warranty claims / customer concerns
Follow-up, as necessary, with engineering, manufacturing and other functions to ‘close the loop’ on warranty issue resolution, ensuring all short and long-term corrective actions are documented and implemented to avoid recurrence
Initiate holds and coordinate inspection of warehouse inventory in effort to avoid escaping defects and minimize warranty costs for issues associated with catalog products
Work with the Product Service team to improve support processes to increase Customer Satisfaction which in turn will insure future business.
Provide backup product service support across other product lines, as necessary, to ensure timely and adequate response to all customer concerns
Travel to GE and Customer sites, limited
Provide night and weekend emergency issue support, limited
Perform administrative tasks required to support warranty service, quality improvement, and vendor reimbursements, such as:
Submit/ track warranty orders for repair / replacement motors and parts
Pay internal and 3rd party service shop and vendor invoices
Issue customer credits
Issue Return Material Authorization (RMA)
Scrap / credit or scrap / replace of line rejects
Accumulate costs / failure reports & invoices for submitting to motor supplier for reimbursement per contract and for driving quality improvement
Remain current in all Environment, Health & Safety (EHS) and GE Learning training requirements
Bachelor’s Degree in Engineering
Minimum of 3 years of experience in rotating equipment, design, repair, installation, or services
Ability and willingness to travel domestically and internationally for up to 20% and the majority of travel will be one week or less in duration
Bachelor's or Master's Degree in Mechanical or Electrical Engineering
Effective team building and problem solving abilities
Strong oral and written communication skills in English and local language
Able to interface effectively with all levels of the organization and external customers
Displays good interpersonal skills – is accessible and approachable
Anticipates customer needs and ensures they are met
Ability to measure processes and performance through the customer’s eyes
Communicates messages clearly and concisely
Strong attention to detail
Green Belt certified if GE employee
International exposure to Field Service and or Service Shop operations / practices
Experience in Knowledge tools and usage (KCS)
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Locations: United States; Virginia, California; Salem, Fort wayne
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