Customer Support Engineer
Customer Support Engineer
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Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
Position: Scada Engineer
Locations: Seattle WA / Remote
Long-term Contract
Utilities : Electric grid (Transmission and Distribution) EIS Power Systems Digital : SCADA Security
Experience : 8-10 Years
Roles & Responsibilities
- The Customer Support Engineer will be responsible for meeting business objectives by developing practical and innovative ways to identify and meet goals coordinating with cross functional teams and driving closure on customer issues raised on GE e-terra products
- Responsible for addressing customer issues and concerns with GE e-terra AEMS.
Essential Skills
- Direct experience installing maintaining or supporting GE e-terra AEMS or EMS suite or any other SCADA/EMS Software
- Familiarity with User Interface SCADA and Modelling tools.
- Knowledge of both Transmission and Distribution electrical grids.
- Working Knowledge of ICCP RTU SCADA Communication Protocol (DNP3 IEC 104 IEC 61850 Modbus etc.)
Working knowledge of Linux Windows Oracle and SQL. - Working knowledge of TCP/IP protocols IP addressing routing LAN DNS Active Directory firewalls & switches as it applies to isolating and resolving reported issues in these areas.
Ability to work independently with minimum direction Knowledge of NERC CIP Standards. - Effective communication skills. Demonstrated ability to effectively interface with customers and cross-functional teams
Positive attitude when dealing with customers and co-workers in stressful situations.
Strong analytical and logical reasoning skills. - Familiarity with remote monitoring and diagnostics solutions and concepts
Sets an example in terms of quality consistency and level of work as well as work ethic and approach - Ensure customers success by fostering a balanced relationship that benefits both GE and the customer with the goal of producing the highest level of customer support and satisfaction. In this role you will: Take a leadership role in strategizing with internal staff and customers to solve and prevent re-occurrence of issues.
Engage with customers on day to day issues; organize customer calls to facilitate implementation of solutions while adhering to change control compliance protocols. - Ensure solution does solve the customers issue.
Mentors staff in troubleshooting and analysis methods Knowledge transfer write user/technical documentation and case notes. - Act as a technical resource for staff. Primary contributor to Knowledge Base system for customer specific issues that will benefit the greater customer and support team
- Analyse and troubleshoot issues involving all aspects of GE solutions including but not limited to user interface network and communication connectivity and performance interoperability data collection/storage visualization analytics associated control systems and interfaces to enterprise systems.
- Own and manage personal caseload and perform case follow-up. Troubleshoot and identify product problems for presentation to engineering for resolution or disseminates appropriate necessary information to correct issues.
- Adhere to all Quality processes. Ability to be part of an on-call rotation for after business hour customer calls. Ability to travel to customer sites
Additional Information :
All your information will be kept confidential according to EEO guidelines.
Remote Work :
Yes
Employment Type :
Full-time
Employment Type
Remote
