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Customer Support Engineer

hace 3 meses

Monterrey, Nuevo León, México GE Digital A tiempo completo

Essential Responsibilities:

In this role, you will:

  • 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.
  • Uses advanced troubleshooting techniques, clinical knowledge and/or programming skills to make needed modifications to customer database to ensure information integrity for the customer
  • Uses advanced troubleshooting techniques, clinical expertise/knowledge and/or programming skills to analyze and resolve customer issues as assigned in compliance with the standard turnaround time or project milestones
  • Understands and follows corporate, divisional and departmental standards
  • Adheres to and advances the use of GEHC coding conventions, debugging techniques, tools, and documentation. Expert in the use of a wide range of debugging techniques
  • Assists in conducting business evaluations and document findings in the agreed upon turnaround times
  • Serve as an escalation point within the team to increase knowledge and decrease escalations
  • Acts as a resource, coach, and mentor as applicable, including serving as a functional resource to staff and customers
  • Identify knowledge gaps and trends to develop training and build the skills of fellow engineers
  • Specifies, sets up, codes, and processes complex conversion and interfaces for assigned clients as applicable meeting all project plan dates set
  • Displays indepth knowledge to support multiple products or suites with little or no assistance, while maintaining a high level of quality and following all GEHC department standards
  • 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, oncall, 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, providing solutions when possible
  • Flexibility to provide onsite support, as needed
  • Provides advanced customer support in 24x7 environment
  • Team Supervisor will be responsible for achieving all defined goals and milestones assigned, while spending up to 50% on the below responsibilities:
  • Work with the team to monitor goals in support of departmental and corporate strategies, services requests queue management, reporting analysis (service response rate, team/individual stats, NPS/Medallia, staffing, overall performance)
  • Daytoday service performance monitoring and reviews (regular checks of aging cases, analyzing reports, review customer feedback, provide direct feedback to improve individual performance), schedule management
  • Training (assessments, training plan development, coordination, followup)
  • Mentoring/coaching (OJT, engaging technical resources, identifying and communicating opportunities/improvements, deliver recognition)
  • Process documentation/maintenance and communication
  • Remove team roadblocks through creative problem solving, negotiating with others or mediating conflicts. Calls upon others to help solve some organizational roadblocks, as appropriate
  • Develop a close working relationship with the relevant regional Service Leaders to ensure consistent Service Delivery customer issue resolution, support the Regions and/or Products in Service Delivery and Service Productivity improvement
  • Follows/establishes external escalation path and effectively diffuse customer conflicts and bring to resolution
  • May be required to work overtime, oncall or weekends

Basic Qualifications:

  • Bachelor's Degree in Computer Science, IT or related field or a Clinical degree with minimum of 3 years technical or clinical working experience or Associates Degree and 5 years of technical and/or clinical customer support experience or High School Diploma/GED and High School and 7 years of customer support experience.
  • GE Leadership Program Graduates will get credit towards relevant work experience, commensurate to the program they have completed

Desired Characteristics:

  • Ability to work independently with minimum direction
  • Effective communication skills. Demonstrated ability to effectively interface with cro