Staff Customer Support Engineer

Job description

3186079
Additional Cities

Cambridge
Career Level

Experienced
Relocation Assistance

No
Business

GE Power
Business Segment

Power Grid Solutions
Function

Services
Country/Territory

United Kingdom
Postal Code

CB24 9BZ
Role Summary/Purpose

The Customer Support Champion position provides high-tech, software solutions to the Utility and Telecommunications industries. Working closely with Customers, Business Partners and Distributors throughout Europe, Africa and the Middle East, you will deliver effective first and second line technical support on the full Asset Management Geospatial, Smallworld product suite and Mobile solutions.
Essential Responsibilities

Establishing a strong and trusted customer relationship, representing GE’s Support capability across customer’s full lifecycle engagement
Leading the delivery of critical support services as part of the Smallworld Support team, providing dedicated Key Customer Solution Support ownership across key customer accounts. 
Championing the technical delivery of customer support activities across complex customer solutions & multiple product suites 

Responsibilities:
 
- Engaging with project teams to secure successful handover into support, to champion customer success quality and agreed support handover acceptance criteria
Coordination of subject matter expertise across multiple teams to deliver successful and stable support operations, during the project phase and into stable operational support 
- Driving frequent customer reviews to manage the support service delivery, report on performance and ensure proactive engagement, such as weekly case reviews, contractual SLA management, coordinating the maintenance team activities and awareness of scheduling activities required for both GE & customer 
- Case management & technical analysis of complex customer solution & product issues.
- Identify and coordinate resources necessary to solve issues; escalating and coordinating multiple teams of expertise (domain, product, engineering, partner) where required to ensure SLAs are met 
- Champion process improvement and return on experience to deliver customer success

Qualifications/Requirements

Technical Leadership: 

- Demonstrable experience leading and influencing multi-disciplinary teams 
- Excellent customer facing skills, managing interactions to establish credibility and trust 

- Able to develop and execute against a delivery plan 
- Demonstrable professional experience in the utility or telco domain 
- Bachelor’s Degree in Computer Science or in “STEM” Majors (Science, Technology, Engineering and Math)
- Smallworld Database and System Administration experience (e.g. VMDS, superfiles, backup and recovery etc.) 
- Smallworld utility (EO) or telco (PNI) domain expertise essential, Smallworld 5 preferred 
- Excellent written and verbal English skills 
- Good presentation and communication skills 
- Able to prioritise and multi-task as well as to work as part of a regional team 
- External customer focus understanding customer business processes

Desired Characteristics

- Magik programming skills appropriate for customer support e.g. debugging, code analysis and developing workarounds 
- Experience of the electricity and/or other utility domains (including telco)
- DevOps and agile methodology awareness 
- IT expertise – hardware specifications, troubleshooting, file-systems etc. 
- Experience with technologies related to the Smallworld product suite, such as Java, JSF, Websphere, FME, .Net and Oracle preferable 
- Awareness of or accreditation in established best practice service methodologies such as Prince2 or ITIL 
- Experience of Asset Management Mobile Enterprise

#DTR

About Us

GE (NYSE:GE) drives the world forward by tackling its biggest challenges. By combining world-class engineering with software and analytics, GE helps the world work more efficiently, reliably, and safely. GE people are global, diverse and dedicated, operating with the highest integrity and passion to fulfill GE’s mission and deliver for our customers. www.ge.com
Primary Country

United Kingdom
Primary State/Province

England
Primary City

Cambridge