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Lead Engineer - Customer Technical Support (Hardware)GE Vernova • Markham, Ontario, Canada
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Lead Engineer - Customer Technical Support (Hardware)

GE Vernova
  • CA
    Markham, Ontario, Canada
  • CA
    Markham, Ontario, Canada
Apply Now

About

Job Description Summary Customer Technical Support (Hardware) engineers in the Global Applications & Support team specialize in Grid Automation (GA) and have the primary mission of advanced (Level 3) product support to GA Regions. The role is expected to demonstrate technical leadership, team-work capability, and the ability to keep up with evolving hardware/firmware technologies in the grid automation domain. Customer interactions are integral to the role, as a domain expert representing the Product Line. Customer Support engineers should be adaptable to the very dynamic work environment of the team. Job Description

Roles and Responsibilities

  • Level 3 (advanced) technical support on assigned product platforms, covering both post-sales and pre-sales tasks.
  • Resolve customer complaints (LSN/ACT) on products and prepare necessary customer communication such as Customer Technical Reports.
  • Lead Customer meetings and/or Site visits to gather evidence or troubleshoot site issues.
  • Create test setups and conduct tests specific to issue resolution, workarounds, or Root Cause Analysis.
  • Drive hardware defect investigations to conclusion and develop permanent solutions in collaboration with R&D or other relevant teams.
  • Write internal reports covering defect investigations such as 8D.
  • Write Customer Technical Reports following the standard format and guidance.
  • Cooperate with Repairs team in complex investigations.
  • Open and monitor non-conformities tickets on product issues as necessary and support Containment/Corrective Actions.
  • Interface with various Quality teams (Regional quality, Manufacturing quality, Supplier quality etc.) as necessary.
  • Collaborate with R&D: Align investigation findings with future design enhancements to GA products.
  • Performing all activities, especially in Laboratory areas, in compliance with the Environmental, Health and Safety (EHS) guidelines.

Required Qualifications

  • Bachelor's Degree in Engineering (Electrical Engineering, Electronics & Communications or closely related discipline).
  • 7+ years of experience with protection devices, embedded systems, or electronics hardware used in electrical networks
  • Ability and willingness to travel (globally) up to 20% of time.

Desired Characteristics

  • Knowledge of and experience with state-of-the-art tools and techniques for testing, troubleshooting, and analyzing numerical relay hardware.
  • Fluent in English. Other languages may be valued.
  • Excellent oral and written communication skills.
  • Team worker.
  • Lead initiatives of moderate scope and impact.
  • Ability to manage multiple customer support activities simultaneously.
  • Effective problem identification and solution skills.
  • Flexibility and capability to adapt to different business needs in the job.

For candidates applying to a Canadian-based position, the pay range for this position is between $110,500 - 160,500 CAD. The specific pay offered may be influenced by a variety of factors, including the candidate’s experience, education, and skill set. Bonus eligibility: discretionary annual bonus. This posting is for an existing vacancy.

Additional Information

Relocation Assistance Provided: Yes

  • Markham, Ontario, Canada

Languages

  • English
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