Lead Services Specialist - Technical Support

Job Description Summary

GE Vernova’s Critical Infrastructure Communications (CIC) business has a job opening for a Lead Technical Support Engineer with specific focus leading technical support activities for its Optical Communication platforms. You will provide technical assistance from design to factory fulfillment (testing), customer witness testing, commissioning, and through life cycle support via annual professional services contracts to assure continued network integrity and positive user experiences. #LI-ML2

You will work within a dynamic cross-discipline, cross-organization environment where they are expected to have a "Hands on Make it Happen" mentality in order that we support our customers & partners to deliver best in class products, services, and on-going support.

Job Description

About us:

Come bring your energy to change the world.

Grid Solutions, part of the GE Vernova portfolio of energy businesses, serves customers globally with over 12,000 employees. Grid Solutions provides equipment, systems, and services to bring power reliably and efficiently from the point of generation to end power consumers. We electrify the world with advanced grid technologies and accelerate the energy transition.

GE Vernova, a dynamic accelerator comprised of our Power, Renewable Energy, Digital and Energy Financial Services businesses, is focused on leading a new era of energy - electrifying the world while simultaneously working to decarbonize it.

If you are ready to make a difference and usher in a new era of energy, come join us now.

Essential Responsibilities:

This tier-3 technical services position will include:

• Provide technical hands-on support to the design, factory and fulfillment teams to assure our products meets the customer’s high expectation and remains reliable.
• Lead pre- and -post-sales technical support tasks associated with the release of NPI products to customers within North America.
• The most in-depth support role offered by GE, requiring leadership, creativity, and deep technical competency to respond to customer challenges. Working closely with R&D to isolate root causes and with Product Management to identify possible long-term product improvements.
• Develop tools for internal tier-2 technical support teams use, that assist in troubleshooting common network issues, and to fulfill annual professional service obligations (network analysis, tracking and trending).
• Work with software engineers to recommend and help implement key maintenance tools into both the embedded and external network management solutions.
• Engage regularly with customers and their networks to assure known product issues are managed.
• Diagnose, differentiate, and report hardware and software non-conformance.
• Respond to customer inquiries and provide input regarding solutions.
• Assist in the assessment of customer requirements and provide input regarding solutions.
• Test and analyze equipment failure to determine cause and corrective actions – perform root cause analysis for problem resolution.
• Deliver professional services such as network analysis, network design and consulting, and technical troubleshooting training.
• Demonstrate equipment setup and support for customer presentations and industry events.

Required Qualifications:

• Bachelor’s Degree or Technical School Diploma in STEM” Majors (Science, Technology, Engineering, and Math)
• Minimum 5 years’ experience in system-level design and troubleshooting concepts.
• Experience with ConfD, Linux operating systems and VxWorks.
• Proficiency in C and Python for tool development/automation.
• Capable of advanced troubleshooting of telecommunication networks at both the hardware and software level.
• Telecommunications experience, in particular: JungleMUX SONET and TN1U/e SDH Multiplexer, JunglePAX MPLS-TP, and T1MX/E1MX.
• Experience in packet-based networks; Ethernet routers and switches, TCP/IP.
• Ability and willingness to work on the road.
• Ability and willingness to switch between roles of Pre-sales support, Field Engineer, Instructor for Customer Training, and provide telephone/MS Teams/e-mail technical support to customers when stationed in the office or remote.
• Be available for 24/7-hour technical support rotations.

Desired Characteristics:

• Strong oral and written communication skills.
• Excellent command of English Language.
• Strong interpersonal and leadership skills.
• Ability to work independently.
• Strong problem-solving skills.

GE will only employ those who are legally authorized to work in Canada for this opening. This position requires access to and/or use of information subject to U.S. Export Control Laws, which mandate all citizenships be from the U.S. Department of Energy’s List of Generally Authorized Countries (10 CFR Part 810 Appendix A); otherwise a specific authorization from the U.S. Department of Energy will be required. More information can be found here: https://www.energy.gov/nnsa/10-cfr-part-810.

You must have legal authorization to work in Canada and any offer of employment is conditioned upon the successful completion of a background investigation. The drug screen requirement in the background check process is not required if the role is based in Canada.

We deliver integrated project solutions to enable large scale electrification and support our customer needs.

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Additional Information

Relocation Assistance Provided: Yes

LI-Remote - This is a remote position