Senior Services Engineer

Senior Services Engineer

GE Digital
Not Specified
Not Specified

Job Description

Job Description Summary
Provides expertise in sustained customer success and growth in the post-sales customer lifecycle through training, professional services, technical support, renewals, outcome attainment, retention, expansion, and customer advocacy with a Digital focus. Impacts departmental operations and responsible for planning/execution. The role has some autonomy but is focused on execution of activities within an operating discipline covered by standard functional practices and procedures. Some judgment may be required but this is typically with guidance.Job Description

Roles and Responsibilities
  • Research and troubleshoot issues involving all aspects of the GE Digital solutions, including but not limited to configuration, 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.
  • Developing in-depth knowledge of a technical discipline. Uses prior experience and acquired technical expertise to execute policy/strategy.
  • In-depth understanding of key business drivers uses this understanding to accomplish own work. In-depth understanding of how work of own team integrates with other teams and contributes to the area.
  • Uses some level of judgment and has ability to propose different solutions outside of set parameters but with guidance. Uses prior experience and on-the-job training to solve straightforward tasks. Has access to technical skills and analytic thinking required to solve problems. May use multiple internal sources outside of own team to arrive at decisions.
  • A job at this level is to align as a Team Lead/ contributor with proven interpersonal skills or an early people leader who can hire and develop talent. Provides informal guidance to new team members
  • Primary responsibility to act as back office support towards maintaining support on SCADA/EMS/DMS/WAMS system Software/Hardware /networking/ IT applications and if required, travel to client site. (e-terraPlatform)
  • Responsible for coordination with Site engineers for providing advanced level support for the Incident and Help to maintain real-time system availability (SLA).
  • Responsible for the quick response and should be available 24x7 to address the critical incidents.
  • Responsible for troubleshooting, root cause analysis of the issue for a permanent solution for a problem identified by a site engineer.
  • Responsible for coordination with Project/R&D/Expert Team for Advance level support in specific cases.
  • Responsible for Preparing and maintaining the required project related documents for Project maintenance phase such as Warranty status of equipment, Software deliverables media, IP list with user credentials etc.
  • Responsible to play a lead role in delivering presentations on complex matters to both internal and external customers as required.
  • Responsible for Monitoring and Keeping a record of the Preventative Maintenance activity at each site.
  • Responsible for Following up the online incident reporting system (SNOW-Tool) for any open issues.
  • Responsible to provide the additional support for project punch point closure.
  • Responsible to carry out duties in accordance with EHS policies and Company Ethics.
  • Responsible to provide the technical training to the customer as per requirement.
  • Responsible for resource development/Knowledge sharing/technical training for new employee/site engineers/peers.
  • Open to relocate for PAN India site deputation (temporary / permanent) on need basis.

Desired Characteristics

  • Strong oral and written communication skills. Demonstrated ability to analyze and resolve problems. Ability to document, plan, market, and execute programs. Established project management skills.

    To comply with US immigration and other legal requirements, it is necessary to specify the minimum number of years experience required for any role based within the USA. For roles outside of the USA, to ensure compliance with applicable legislation, the JDs should focus on the substantive level of experience required for the role and a minimum number of years should NOT be used.

About GE Digital

GE Digital is a subsidiary of the American multinational conglomerate corporation General Electric. Headquartered in San Ramon, California, the company provides software and industrial internet of things (IIoT) services to industrial companies.

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