Technical Support

1 week ago

Stafford, Staffordshire, United Kingdom GE Vernova Full time

Job Description Summary
GE Vernova have a great opportunity for a Technical Support person to work across our grid automation products from our Stafford office.

This role will be to support low to medium complexity technical issues across our customer base.

Job Description
Role Summary/Purpose:
Reporting directly to the UK Service Leader, Technical Support will be a key member of the operations team.

The successful candidate will be providing customer support, answering customer queries covering GE installed Protection and Control systems.

In this role the suitable candidate is expected to work with defined parameters to make decisions, apply concepts to issues of low to moderate complexity, and resolve issues through immediate action or short-term planning.

Essential Responsibilities

  • Execute the review, analysis and resolution of assigned customer application enquiries and adhering to business standards, practices, procedures, and product / deadline requirements.
  • Assist the Service team with timely management of the service agreement inquiring log and ensuring regular follow-ups towards providing a solution aligned with the agreed contract terms.
  • Coordinate with the Lead Application Engineers and ensure timely management of Level 1 and Level 2 inquiry log.
  • Assist with creating key KPIs and ensure that each is directly aligned with the goals and objectives.
  • Conduct regular reviews of KPIs to ensure they remain relevant and aligned with changing business objectives.
  • Analyse data collected to identify trends, patterns, and anomalies.

Incident Triage

  • Receive and log customer support requests.
  • Assess the severity and complexity of issues to determine the appropriate response.

First-Level Support

  • Provide initial troubleshooting guidance to customers over the phone or via remote assistance.
  • Utilise knowledge bases, FAQs, and troubleshooting guides to resolve common issues.

Escalation

  • Escalate complex issues to higher-level support or specialised teams when necessary.
  • Document the escalation process and communicate with customers about next steps.

Customer Communication

  • Maintain clear and professional communication with customers throughout the support process.
  • Provide updates on issue resolution and follow up to ensure customer satisfaction.

Knowledge Management

  • Contribute to the development and maintenance of knowledge bases and troubleshooting documentation.
  • Share insights and solutions with the support team to improve overall efficiency.

Required Experience

  • Previous experience in a customer facing technical support role.
  • Experience with GE product would be an advantage.
  • Familiarity with T&D sector would be useful.
  • Ability to organise, prioritise and achieve milestones and deliverables.
  • Effective problem identification and solution skills.
  • Sound judgment, levelheaded under pressure, with an ability to work on multiple enquiries simultaneously.
  • Excellent verbal and written communication skills with a strong customer focus and ability to cooperate with the different departments..
  • Must be a motivator, self-starter, and dedicated team player with a sense of urgency and an ability to work to tight deadlines.

**Additional Information*
*Relocation Assistance Provided:
No

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