Customer Support Engineer - Aero
- GE Healthcare
- 10 - 13 Years
- Multinational, Abroad
- 4 years ago
- Email to a friend
- Report this job
Job Description
Summary
The AERO Customer Support Engineer (CSE) is a pivotal role for our success in Asia Pole. The talent will serve as the GE Gas Power Engineering technology steward and critical customer fronting face for all New Unit (NU) and Install Base (IB) related to AERO technology and will cover all countries in Asia. Talent will closely work with Product Support, Monitoring & Diagnostics, Performance, Repair, Application and NPI engineering teams within the engineering community and with NU projects and Services ITR teams with a specific alignment to our AERO customers to enhance customer experience and overall AERO fleet reliability and availability. CSE-AERO charter is to ensure smooth NU commissioning, enhance customer experience, be the key technical point-of-contact for our AERO customers and to cultivate a strong and lasting relationships with customers in Asia Pole. By interfacing with both the customer, GE projects and service ITR representatives, CSE will drive forward safe and reliable operations of the AERO assets with minimal technical risk.
The CSE will be the single point contact for all technical concerns for AERO fleet in Asia. This customer dedicated Engineer will provide technical support for installation, operation, and maintenance of AERO Gas Power assets. CSE will be responsible for upholding GE's product integrity by proactively identifying customer issues, investigating technical anomalies, provide 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, Bonus/LD optimization, create extra-work opportunities and improve performance for our AERO assets in Asia pole, and will be measured on customer experience, customer feedbacks, fleet reliability and growth.
Essential Functions:
- Respond to internal and external customer requests for technical issue resolution, 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 NPI engineering teams within the engineering community to drive technical resolution, to help identify and drive corrective actions to minimize fleet risk and enhance AERO reliability in Asia.
- 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 beneficial to [1] 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. [2] Provide technical support during unplanned/forced outages to enhance customer experience and meet their availability goals
- Provide NU and Service ITR teams with technical support for sales and proposal activities, in collaboration with the 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 GE Leaders and our AERO customers in Asia to ensure proactive and timely communication of significant issues or ones that are brewing.
- Provide engineering leadership and technical guidance for all new unit installations during the commissioning phase to meet safety, quality, and timeliness goals
Basic Qualifications
- Bachelor or Master of Science in Mechanical, Aerospace or Electrical Engineering.
- 10+ years of experience in the Gas Power Energy Sector
- 5+ years of experience with Power Plant engineering, field service, customer support, or operations and maintenance preferably AERO
- Able to lead Lean transformation
- Excellent communication/presentation skills
- Fluent written and spoken skills in English (any other Asian language will be an added advantage)
Work Traits:
- Anticipates customer needs and ensures that they are met
- Measures processes and performance through customer's eyes, be the customer voice and be ready to challenge status-co
- Communicates messages clearly and concisely in both verbal and written form
- Self-directed with demonstrated analytical approach to problem solving
- Demonstrated history of meeting aggressive deadlines and holding others accountable to meeting commitments
- Able to quickly identify the critical few priorities and develop action plans
- Manage multiple projects simultaneously and proactively update stakeholders
- Encourages input from all members of the team.
- Displays good interpersonal skills - is accessible and approachable.
- Builds loyalty and commitment.
Relocation Assistance Provided: No
Employement Category:
Employement Type: Full timeIndustry: Full timeFunctional Area: Not ApplicableRole Category: ITRole/Responsibilies: Customer Support Engineer - AeroContact Details:
Company: GE HealthcareLocation(s): Multinational, Abroad+ View Contact
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