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Remote Technical Support Engineer, Power Systems - GE Vernova
Provide Level 2 technical support for GE Vernova protection, control, relay, metering, and automation products in a remote U.S. role. Resolve faults, configuration and firmware issues, and customer integration challenges.
विवरण
- Deliver Level 2 technical support and manage customer cases by phone, email, and other communication channels
- Investigate and reproduce technical problems while partnering with Product Line teams to resolve customer issues
- Work with L3/L4 engineering teams on escalated investigations and maintain thorough problem documentation
- Recommend replacement or upgrade paths for obsolete products
- Keep quality management and CRM records complete and accurate
- Maintain RMA tracking and supporting documentation
- Monitor and report cases escalated through GE processes
- Create technical documentation and maintain a knowledge base of tips and resolution outcomes
- Track and update critical reports for open customer issues across support tiers and severity levels
- Participate in product line meetings to present updates and advance open requests toward resolution
- Schedule and lead case reviews while preparing customer summaries and metric reports
- Detect relay firmware issues and diagnose them through testing
- Support the integration of products into customer systems
- Identify training needs and contribute to personal development and the training of colleagues
- Communicate professionally with stakeholders at every level of the customer organization
आवश्यकताएँ
- An associate degree from an accredited college or university, or equivalent experience
- At least one year of relevant experience
- Ability and willingness to travel up to 25% of the time
- At least two years of experience in power system protection and control
- Knowledge of industrial and utility protection, control, and communications applications
- Experience with GE Multilin protection and control products
- Expertise in power system automation and communications
- Experience testing protection and control systems with secondary injection methods
- Ability to perform post-fault power system analysis and recommend setting or application changes
- Hands-on experience configuring and troubleshooting protection and control systems
- Experience configuring and troubleshooting 61850-based protection systems
- Practical knowledge of protective relay settings, features, and network communications
- Willingness to provide on-call, after-hours, or modified-hours support
- Ability to work effectively without direct supervision
- Strong problem-solving capability
- Flexibility and adaptability when tasks or priorities change
लाभ
- Ability and willingness to travel up to 25% of the time
- Flexible on-call, after-hours, or modified-hours scheduling to support customers
- No relocation assistance is provided
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