Customer Support Engineer - EMS Reliance SME
Job Description
Must Have Technical/Functional Skills
Direct experience installing, maintaining or supporting GE EMS RELIANCE
or EMS suite or any other SCADA/EMS Software
Familiarity with User Interface, SCADA and Modeling 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
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.
Generic Managerial Skills, If any
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 customer's 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
Analyze 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.
Job Description
Must Have Technical/Functional Skills
Direct experience installing, maintaining or supporting GE EMS RELIANCE
or EMS suite or any other SCADA/EMS Software
Familiarity with User Interface, SCADA and Modeling 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
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.
Generic Managerial Skills, If any
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 customer's 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
Analyze 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.