Senior Customer Support Engineer
- Employer
- GE Aviation
- Location
- Cambridge
- Salary
- Competitive
- Closing date
- 25 Aug 2021
View more
- Clearance Level
- SC, None / Undisclosed
- Sector
- Aerospace
- Job Type
- Permanent
You need to sign in or create an account to save a job.
Job Description Summary We currently have a Senior Customer Support Engineer position available in Regional Asset Management Customer Support, a division of the GE Digital business providing high-tech, software solutions to the Utility and Telecommunications industries. The Regional Customer Support team works closely with Customers, Business Partners and Distributors throughout Europe, Africa and the Middle East delivering effective first and second line technical support on the full Asset Management Geospatial, Smallworld product suite and Mobile solutions.
Location flexible, either out of our Histon offices, near Cambridge or Bucharest in Romania and working closely with the Project Services, Product Support and Engineering functions within the region and technical global COE ensuring delivery of a fully collaborative customer outcome led support service.
Job Description Role:
Responsibilities :
Essential Skills
Desirable skills
The Benefits we are offering:
When we will be back to the office:
Additional Information Relocation Assistance Provided: No
Location flexible, either out of our Histon offices, near Cambridge or Bucharest in Romania and working closely with the Project Services, Product Support and Engineering functions within the region and technical global COE ensuring delivery of a fully collaborative customer outcome led support service.
Job Description Role:
- Establishing a strong and trusted customer relationship, representing GE Support across customer's full lifecycle engagement
- Delivering critical support services and providing dedicated Customer Support ownership across key customer accounts
- Championing the technical delivery of customer support across complex customer solutions & multiple product suites
Responsibilities :
- First and second level support & case management for problem resolution, reproduction of customer issues, reporting defects and providing workarounds to customers (including patches)
- Driving frequent customer reviews to manage the support service delivery, report on performance and ensure proactive engagement, such as weekly case reviews, contractual SLA management, coordinating the maintenance team activities and awareness of scheduling activities required for both GE & customer
- Maintain awareness of relevant technical and product trends through self-learning/study, training classes and job shadowing, including knowledge sharing (showcases, presentations, blogs)
- Identify and coordinate resources necessary to solve issues; escalating and coordinating multiple teams of expertise (domain, product, engineering, partner) where required to ensure SLAs are met
- Engaging with sales, commercial and project delivery teams to secure successful handover into support, to champion customer success quality and agreed support handover acceptance criteria
- Coordination of subject matter expertise across multiple teams to deliver successful and stable support operations, during the project phase and into stable operational support
Essential Skills
- Bachelor's Degree in Computer Science or "STEM" Majors (Science, Technology, Engineering and Math)
- Minimum 5+ years of professional customer facing delivery expertise in the utility or telco domain
- Demonstrable experience influencing multi-disciplinary teams
- Excellent customer facing skills, managing interactions to establish credibility and trust
- Able to develop and execute against a delivery plan
- Excellent fluent written and verbal English skills
- Good presentation and communication skills
- Able to prioritise and multi-task as well as to work as part of a regional team
- External customer focus understanding customer business processes
Desirable skills
- Smallworld utility (EO) or telco (PNI) domain expertise essential, Smallworld 5 preferred
- Smallworld Database and System Administration experience (e.g. VMDS, superfiles, backup and recovery etc.)
- Magik and Java programming skills appropriate for customer support e.g. debugging, code analysis and developing workarounds
- Experience of the electricity and/or other utility domains (including telco)
- Commercial or sales experience with an understanding of scope definition, work estimation, cost, resourcing & planning as well as service delivery and execution
- DevOps and agile methodology awareness
- IT expertise - hardware specifications, troubleshooting, file-systems etc.
- Experience with technologies related to the Smallworld product suite, such as Java, JSF, Websphere, FME, .Net and Oracle preferable
- Awareness of established best practice service methodologies such as ITIL and Prince2
- Experience of Citrix, VMware, Cloud & containerization (eg K8) technology
- Database Administration skills (e.g., Oracle, SQL Server)
The Benefits we are offering:
- Strong induction process (1 full month only for ramp-up).
- An open communication culture in a friendly environment and with supportive teammates.
- Flexible working hours and a well-defined work-from-home policy.
- Increased number of vacation days, according to your work-experience.
- Additional days off (8th of March, 3rd Easter day).
- Annual, performance-based, salary review.
- Impact awards for outstanding performance.
- Private Medical Insurance for you, can also be extended for family members.
- Gift vouchers for Christmas and Easter holiday.
- Vacation bonus with an annual payout.
- Benefits for children (special occasions gifts, vouchers and events).
- Daily meal vouchers.
- Fully customized development and training programs all throughout the year.
- Strong focus and real opportunities for Career Development.
- Referral Program Benefits.
- LinkedIn Learning subscription and full access to GE's learning knowledge-base.
- Bookster subscription.
- Corporate discount to fitness services.
- Wellbeing program with multiple events focused on a healthy lifestyle, free apps to support your healthy habits and free employee assistance program, provided by specialized counselors.
When we will be back to the office:
- You will work in one of the best locations in town: Aviatorilor 8 office building, in Victoriei Square (in the middle of Central Business District).
- Office with an excellent connectivity to public transportation.
- Free underground parking space for employees.
- Fruits days at the office.
- Unlimited supply of great coffee & tea amenities.
- Christmas party (because you party hard when you work hard).
- Attractive financial compensations for roles involving external travels and on-site missions.
Additional Information Relocation Assistance Provided: No
You need to sign in or create an account to save a job.
Get job alerts
Create a job alert and receive personalised job recommendations straight to your inbox.
Create alert