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Customer Support Engineering Leader oOEM's

  • GE Power
  • Experienced
  • Posted 1/24/2017 3:01:30 PM
  • 2748792
  • Job Function: Engineering/Technology
  • Business Segment: Power Power Generation Services
Location(s): Colombia, Mexico, Panama; Colombia

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 Power Services is one of the world’s leading suppliers of technology, products and services to the energy industry. Providing a comprehensive range of solutions across the energy landscape, from supply and conversion to delivery and utilization, we are uniquely prepared to help fulfill the world’s demand for reliable, cleaner and more efficient energy.

Role Summary:
The Customer Support Engineering leader will be the single point contact for all technical problem resolution for a specific customer’s GE Power equipment. Contact will include both direct customer contact and via the Power Services (PS) team.

This position will support oOEM's (MultiService)

Essential Responsibilities:
This customer-dedicated Product Service Engineer will provide technical support for installation, operation and maintenance of their customer's Gas Turbines, Steam Turbines, Generators as well as Turbine Control and Accessory systems. The PS Customer Support Engineer is responsible for upholding GE's product integrity by proactively identifying customer issues, investigating technical anomalies, providing technical assessments at both component and systems levels, and communicating GE technical solutions to customers. The PS Customer Support Engineer is expected to drive outage productivity, Bonus/LD optimization, and performance for their specific customers.

• Respond to internal and external customer requests for technical issue resolution, using technical product knowledge and analytical skills while adhering to sound engineering principles, standards, practices, procedures.
• Escalate issues as required acting as the liaison between the field and design engineering to drive specific technical resolution and to help engineering identify & drive corrective actions.
• Establish and maintain relationships to understand your customer's operational model and their technical expectations. Regular communication with multiple levels within the customer organization as well as travel to the customer sites will be beneficial to
1) support customer technical meetings and present recommendations & technical solutions
2) support unplanned/forced outages to meet availability goals
• Provide commercial teams with technical support for sales and services proposal activities, in conjunction with the Regional and HQ Application Engineers and Sales Account Leaders.
• Be actively engaged in outage planning and execution.
• Work with the M&D and Plant Assessments departments to analyze plant operation, identify and drive improvements to their performance.
• Program management, root cause analysis activities for product technical issues. Interface with other Product Service, M&D, System and Design Engineering teams, providing technical leadership to personnel supporting the project or assigned to resolve customer technical issues.
• Prepare technical presentations for GE Leaders and your assigned customers ensuring the timely communication of significant issues or developments.
• Provide engineering leadership and technical guidance for all new unit installations applicable during the commissioning phase to meet safety, quality, and timeliness goals.

Work Traits:
• Anticipates customer needs and ensures that they are met
• Measures processes and performance through the customer's eyes
• Communicates messages clearly and concisely in both verbal and written form
• Self directed with demonstrated analytical approach to problem solving
• Demonstrated history of meeting aggressive deadlines and holding others accountable to meeting commitments
• Able to quickly identify the critical few priorities and develop action plans
• Manage multiple projects simultaneously and proactively update stakeholders
• Encourages input from all members of the team.
• Displays good interpersonal skills - is accessible and approachable.
• Builds loyalty and commitment.

• Bachelor of Science in Mechanical, Aerospace or Electrical Engineering.
• 10+ years of experience in the Energy industry
• 5+ years of experience with Thermal Power Plant field service, customer support, or operations & maintenance
• Excellent communication/presentation skills
• Fluent written and spoken Spanish and English. Advanced English level.
• Legal Right to work in Mexico
• Candidate must be willing to travel between 30% to 50% of the year

Desired Characteristics:
• 5+ years of GE Energy Services contract management or sales experience
• Masters Degree in Engineering
• Strong technical aptitude, interpersonal and leadership skills
• Strong oral and written communication skills
• Knowledge of other languages and cultures relevant to assigned customer/s
• Six Sigma Green Belt or ideally Black Belt certified (GE employees only)

Fluent French desirable

Locations: Colombia, Mexico, Panama; Colombia

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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