Technical Support Engineer

Job Description Summary

The incumbent will be responsible for the managing and executing range of technical support & service activities on Protection & Control products amalgamated with case & process management for East Asia & Pacific customers. Work with international team of engineers across the region and factories in UK, Canada, Spain, India reporting to the Services Leader based in Australia

Job Description

Roles And Responsibilities

• An ALL-ROUND experienced engineer with key responsibilities including P&C tech support, M&D field service, Indonesia repair centre and occasional support to the local project teams as required mostly serving Indonesia Install base and customers.
• Protection relay product related technical support, case management, repair inquiries and customer service delivery across the CEAP region.
• Deliver M&D products commissioning, onsite support and post sales service support to local customers.
• Work with SG LSC to manage Indonesia LSC, maintain spare inventory, conduct local relay repairs as required.
• Local and regional product expert to support customers and channel partners in their planning, execution, product training and services support.
• Work with local project teams to support and provide expertise onsite as required.
• Expert in utilizing customer case management tool – Salesforce, own & deliver the resolution of post-sales technical customer issue cases.
• Work with & support an international team of GE VERNOVA P&C and M&D factory teams based in UK, Canada & India related to product services, troubleshooting, quotes, product quality improvement, customer feedback and sales.
• Provide necessary technical details and improvement recommendations to R&D, Quality teams for product and process improvements.
• Maintain accurate and traceable records works completed and prepare regular reports as and when required.
• Prepare quarterly back-charge reports for factories for warranty work completed.
• Maintain high standard in quality of work, environment, health and safety at work, including working nearby HV/LV equipment.
• Engage with the customer promoting different service offerings, product range and provide full pre/post-sales support to the sales team whenever required.
• Communicate technical support details, project milestones, time & service history sheets, quality & tools/equipment requirements to the service leader.

Qualifications/Requirements

• Degree in Engineering from an accredited university. Major in Electrical [Power] is preferred.
• Minimum 5 years of experience in power system protection, automation, or control relay applications, technical support and services.
• Expertise in protection relays, communication and/or SCADA systems is a plus
• Proficient in both spoken and written English and Taiwanese/Mandarin is a must.
• Expertise in operating computers, Windows, MS Office tools and other related computer hardware/software configuration with basic understanding of communication protocols and techniques.
• Strong interpersonal skills supported by strong analytical, troubleshooting and problem-solving skills.
• Able to travel extensively for factory/site testing activities
• Able to work under pressure and meet deadlines
• Relocation Assistance Provided: No
• Strong interpersonal skills supported by strong analytical, troubleshooting and problem-solving skills.
• Able to travel extensively for factory/site testing activities
• Able to work under pressure and meet deadlines
• Relocation Assistance Provided: No

Additional Information