Customer Support Engineer

**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. Accountable for the quality of own work. Subject to direct operations supervision/prescribed work instructions/systems checking. Executes within a well-defined operations framework. There is generally a step by step sequence of standard operational tasks which need to be followed to achieve an end result.**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 turn-around 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 turn-around 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 in-depth 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, on-call, 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)- Day-to-day 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, follow-up)- 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, on-call or weekends**Basic Qualifications**:- Bachelor's Degree in Computer Science or