Job Description

Summary The GE Lentronics North America Services team has a job opening for a Lead Technical Support Engineer. The incumbent must be able to 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.



About us:
Grid Solutions, a GE Renewable Energy business, serves customers globally with over 12,000 employees. We provide power utilities and industries worldwide with equipment, systems, and services to bring power reliably and efficiently from the point of generation to end power consumers. We are focused on addressing the challenges of the energy transition by enabling the safe and reliable connection of renewable and distributed energy resources to the grid. For more about GEs Grid Solutions, visit https://www.gegridsolutions.com.

Essential Responsibilities:

This tier-3 technical services position will include:

• 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:

• Bachelors Degree or Technical School Diploma in STEM Majors (Science, Technology, Engineering, and Math)
• Minimum 5 years experience in system-level design and troubleshooting concepts

Desired Characteristics:

• 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: SONET/SDH, MPLS-TP, T1/E1
• 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
• Strong oral and written communication skills
• Excellent command of English Language
• Strong interpersonal and leadership skills
• Ability to work independently
• Strong problem-solving skills

Additional Information

Relocation Assistance Provided: No

#LI-Remote - This is a remote position

General Electric