Customer Support Engineer - South Asia

Job Description Summary

Customer Support Engineer (CSE) will serve as the GE Vernova Gas Power Engineering technology steward and critical customer fronting face for all Install Base in India. You will closely work with Product Support, Monitoring & Diagnostics, Performance, Repair, Application Engineering and Technology teams within the Gas Power Engineering (GPE) community, with New Unit projects (when needed) and Services ITR teams with a specific alignment to our SA customers to enhance customer experience and overall Gas Power fleet reliability and availability. You will deliver a comprehensive life-cycle engineering solution for our customers, ensuring safe fleet operations and best fleet performance (Reliability and Availability), by aligning with GPE value streams, and Services ITR to drive data driven insights, and innovative solutions.

Job Description

Roles And Responsibilities

• Respond to internal and external customer requests based on data driven, innovative and pragmatic technical issue resolution, leveraging technical product knowledge and analytical skills while adhering to sound engineering principles, standards, practices, procedures.
• Escalate issues as required, act as the liaison between the field, Product Support, Monitoring & Diagnostics, Performance, Repair, Application and design engineering teams within the engineering community, Product Line to drive technical problem solutioning, to help identify and drive corrective actions deployment to minimize fleet risk and enhance Fleet reliability in SA.
• Establish, maintain customer relationship to understand their operational model and technical expectations. Regular communication with multiple levels within the customer organization including traveling to customer sites to hold discussion concerning technical risks, fleet performance, engineering recommendation, technical support during unplanned/forced outage and other subjects concerning performance of GE Vernova’s fleets.
• Provide Service ITR teams with technical support for pre-ITO pipeline creation and proposal activities, in collaboration with the Application Engineers and Sales Account Leaders.
• Engage in outage planning/execution and support outage productivity improvements.
• Collaborate with Monitoring and Diagnostic team to analyse plant operations, identify, and drive improvements on their asset performance.
• Partner with systems, reliability and Product Services teams to program management fleet risk retirement, root cause analysis / problem solving. Interface with M&D, Product-Line, System and Design Engineering teams to work on proactive identification of fleet risks.
• Prepare technical presentations for Gas Power Management and Taiwan Gas Power customers to ensure proactive and timely communication of significant issues or ones that are brewing.
• Provide engineering leadership and technical guidance for all new unit installations as needed.

Basic Qualifications

• Bachelor’s or Master’s Degree in Mechanical, Aerospace or Electrical Engineering.
• 10+ years of experience in the Gas Power Energy Sector
• 5+ years of experience with Power Plant engineering, field service, customer support, or operations & maintenance preferably HA
• Able to lead Lean transformation 

• Excellent Communication/Presentation Skills

• Fluent written and spoken skills in English and Hindi

Desirable Traits

• Anticipates customer needs and ensures that they are met.
• Measures processes and performance through customer's lens, be the customer voice and be ready to challenge status-co.
• Communicates messages clearly and concisely in both verbal and written form.
• Self-directed with demonstrated analytical approach to problem solving.
• Demonstrated history of meeting aggressive deadlines and holding others accountable to meeting commitments.
• Able to quickly identify the critical few priorities and develop action plans.
• Manage multiple projects simultaneously and proactively update stakeholders.
• Demonstrate horizontal leadership, collaborate, and work as one-team. Encourage input from all members of the team.
• Displays good interpersonal skills - is accessible and approachable.
• Builds loyalty and commitment.
• Relocation Assistance Provided: Yes

Additional Information