The Customer Support Engineer (m/f/d) (CSE) plays a pivotal role for our success in EMEA Pole. The talent will serve as the GE Vernova Gas Power Engineering technology steward and critical customer fronting face for the Installed Base (IB) related to Gas Power assets in Europe. Talent will closely work with Product Support, Monitoring & Diagnostics, Performance, Repair, Application and design engineering teams within the engineering community and with NU projects and Services ITR teams with specific focus on our customers in Europe. Talent will be the key technical point-of-contact for these customers with responsibility of supporting improved customer experience, improving customer plant reliability and availability, and ensuring smooth new unit commissioning. By interfacing both customer, GEV projects, service ITR representatives and the wider engineering community, the CSE will drive safe and reliable operations of the customer assets with minimal technical risk.
This customer dedicated Engineer will provide technical support for installation, operation, and maintenance of Gas Power assets. The CSE will be responsible for upholding GEV's product integrity proactively identifying customer issues, investigating technical anomalies, providing technical assessments at both component and systems levels with the help of One Gas Power Engineering enterprise, and effectively communicating our technical solutions to customers. The talent is expected to drive outage productivity, create extra work opportunities and improve performance for our Gas Power assets in Europe, and will be measured in customer experience, customer feedback, fleet reliability and growth.
Roles and Responsibilities
- Support of installed base for specific European customers including activities such as customer issue resolution, fleet issues, service bulletin implementation, Monitoring & Diagnostics, fleet configuration. Maintenance of fleet data, outage management.
- Respond to customer requests using 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 to drive technical resolution, to help identify and drive corrective actions to minimize fleet risk and enhance fleet reliability for the customer assets.
- Establish, maintain, and develop relationships to understand customer's operational model and their technical expectations. Regular communication with multiple levels within the customer organization as well as travel to the customer sites will be required.
- Lead customer technical meetings to share technical risks identified in the fleet, fleet performance, communicate engineering recommendations and customer specific technical solutions to enhance their asset reliability and availability.
- Provide technical support during unplanned/forced outages to enhance customer experience and meet their availability goals.
- Provide Services ITR teams with technical support for sales and proposal activities, in collaboration with Application Engineers and Sales Account Leaders.
- Be actively engaged in outage planning/execution and support outage productivity improvements.
- Work closely with Monitoring and Diagnostic team to analyze plant operations, identify, and drive improvements to their asset performance.
- Program management, root cause analysis activities for product technical issues. Interface with M&D, Product-Line, System and Design Engineering teams. Provide technical leadership to personnel supporting the project or assigned to resolve technical issues.
- Prepare technical presentations for GEV Leaders and our Gas Power customers to ensure proactive and timely communication of significant issues or upcoming fleet issues.
- Provide engineering leadership and technical guidance for all new unit installations during the commissioning phase to meet safety, quality, and timeliness goals.
Required Qualifications
- Bachelor or Master of Science in Mechanical, Aerospace or Electrical Engineering.
- 10+ years’ experience in the Gas Power Energy Sector.
- 5+ years’ experience with Power Plant engineering, field service, customer support, operations and maintenance preferably HDGT, Steam or Generator.
- Able to lead Lean transformation.
- Excellent communication/presentation skills.
- Fluent written and spoken skills in English. Other European languages will be an advantage.
Desired Characteristics
- Strong oral and written communication skills.
- Strong interpersonal and leadership skills.
- Demonstrated ability to analyze and resolve problems.
- Demonstrated ability to lead programs / projects.
- Anticipates customer needs and ensures that they are met
- Measures processes and performance through customer's eyes, be the customer’s voice and be ready to challenge status quo.
- Able to quickly identify a few critical priorities and develop action plans.
- Manage multiple projects simultaneously and proactively update stakeholders.
Relocation Assistance Provided: No
#LI-Remote - This is a remote position
