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Customer Support Engineer Analyst

  • GE Digital
  • Experienced
  • Posted 7/26/2017 5:10:38 PM
  • 2934443
  • Job Function: Services
  • Business Segment: Digital Services
Location(s): United Kingdom; London

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.

ServiceMax from GE Digital is a leading industry provider of field service management software – an estimated $25 billion market worldwide. The company continues to reimagine and create solutions for the 20 million people globally who install, maintain, and repair machines across dozens of industries as the leading provider of complete end-to-end mobile and cloud-based technology for the sector.

ServiceMax brings together the right data at the right moment to delight customers and drive business results at the crucial point of service. We’re rethinking field service, and delivering cutting edge technology to help companies perfect service delivery, drive revenue and growth, and delight customers. Come be part of our innovative team!

Role Summary:
The Customer Support Engineering Specialist is responsible for resolving product, configuration, and application issues/questions for the ServiceMax from GE Digital solutions products.

Essential Responsibilities:

Provide support to customers experiencing application workflow/clinical issues displaying an
in-depth client workflow or clinical knowledge and/or technical difficulties displaying in-depth
technical knowledge of the technology in the Software Products. Working knowledge of operating
system (for example file transfer, etc.). Work in a team, mentor others and be responsible for
achieving defined goals. Requires the ability to communicate effectively with customers and
coworkers regarding application/technical issues. Follows procedures for reporting application
bugs and updating.

Essential Responsibilities:

  • Respond to customer requests via phone and email.
  • Research and troubleshoot issues involving all aspects of the GE Digital solutions, including
    but not limited to user interface, network and communication connectivity and performance, Cloud
    and on- premise component interoperability, data collection/storage, visualization, analytics,
    machine monitoring software and associated control systems, hardware infrastructure, and
    interfaces to enterprise systems such as ERP, PLM and Quality.
  • Troubleshoot and identify product problems for presentation to engineering or Cloud
    infrastructure teams for resolution or disseminates appropriate information necessary to correct
    configuration issues.
  • Adhere to all processes and methodology for Knowledge Centered Support. Create
    knowledge content for the Knowledge base.
  • Uses troubleshooting techniques and programming skills to make needed modifications to
    customer database and ensure information integrity
  • Uses troubleshooting techniques and programming skills to analyze and resolve customer
    issues as assigned in compliance with the standard turn-around time or project milestones
  • Uses standard utilities and programming skills, deliver software to customer sites from standard version libraries as well as updates system with resolution status
  • Supports product or application with little or no assistance, maintains a high level of quality
    following all department standards
  • Is responsible for quality solutions to be implemented at client sites
  • Understands and follows departmental standards
  • Adheres to and advances the use of coding conventions, debugging techniques, tools,
    and documentation.
  • Acts as a technical resource to other members of the department and customers
  • Analyzes and resolves most software issues with minimum assistance
  • Specifies, sets up, codes, and processes complex conversion and interfaces for assigned
    clients meeting all project plan dates set
  • Has in-depth knowledge of at least 1 major product. Supports multiple products or suites, while
    maintaining a high level of quality, following all department standards
  • Has a concentration in/familiarity with other applications to develop integration expertise
  • May write or contribute user/technical documentation and case notes
  • Meets with customers as necessary, analyzes their needs, and provides insight into products
    and their functionality
  • May be required to work overtime, on-call, weekends, and holidays
  • Identify and report any personal quality or compliance concerns immediately to the Quality
    Organization, ensure timely dispatch closure
  • Ensure completion of all field modifications instructions (FMI’s) within prescribed timeframe
  • Participate in continuous improvement activities by identifying and appropriately escalating
    process and product quality gaps
  • Flexibility to provide onsite support, as needed
  • Provides customer support in 24x7 environment


Basic Qualifications:

  • Bachelor’s Degree or Associates and 1 year of progressive experience within technical service
    role or equivalent (defined as High School Diploma/GED and 4 years progressive experience
    within technical service role: software, hardware, networks databases, and/or desktops

Eligibility Requirements:

  • Legal authorization to work in the UK is required. We will not sponsor individuals for
    employment visas, now or in the future, for this job
  • Must be willing to work remotely in the UK

Desired Characteristics:
Desired Characteristics:

  • Computer skills to include knowledge of software programing and database applications
  • GE Leadership Program Graduates will get credit towards relevant work experience,
    commensurate to the program they have completed
  • Sound knowledge and hands-on exposure to a major Relational Database Management
    System (Oracle and/or SQL*Server preferred)
  • Strong experience supporting applications including XML, Web Services, HTML, Java and
  • Working experience in SaaS, PaaS, or related cloud-based environments
  • Strong client interfacing skills
  • Ability to work in a globally distributed team environment, liaising with on-site teams and
  • Excellent oral and written communication skills
  • 1 or more years of exposure to Field Service function or equivalent number of years
    supporting/implementing FS applications would be nice to have but not required
  • administrative experience. 201 certification preferred
  • Fluency in English plus one other European Language preferred
  • #DTR

Locations: United Kingdom; London
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