Job Description SummaryThe Protection & Controls System Application (PCSA) Engineer will be highly technical, customer focused and self-motivated in providing expert technical support for GE Grid Automation customers. The PCSA Engineer will be responsible for building relationship with customers and for leading and managing all activities from inception of a customer request to successful conclusion.Job DescriptionEssential Responsibilities:
Provide ongoing technical support and case management daily through phone, email, and other forms of communication to customers.
Investigate technical problems, reproduce issues as required, and interface with technology teams to drive customer issues to closure, in a timely manner with a positive outcome.
Acts as expert consultant to guide customers in planning and development of technical solutions.
Lead customers in architecting, commissioning, and testing new protection and control technologies,
Work with Product Sales Specialists, Business Development and Regional Leaders to develop customer strategies and implement those strategies.
Performing customer site visit meetings for installation support or trouble-shooting of issues.
Provide recommendations to customer for upgrades of obsolete products.
Maintain accurate records in the quality management and customer relationship management tools (CRM)
Identify training opportunities and assume ownership for self-development and training of others.
Lead technical presentations presented to customers in support of sales or service.
Works with customers to understand problems and consults to solve problems based on GE solutions.
Prepare documentation and maintain knowledge data base of technical tips and technical resolution outcomes.
Monitor and assume leadership resolution responsibilities for complex support cases residing with local team or with product line.
Participate in product line meetings to present, update and drive resolution for open requests
Schedule, lead and prepare customer case summary and metric reports for review with customers on a quarterly basis or as required
Identify firmware issues on relays and diagnose with testing.
Flexible to work on-call, after hours support or modified hours of work to support customer
Required Qualifications:
Bachelor's Degree in Electronics, Electrical Engineering or Control & Instrumentation Engineering from an accredited college or university (or a high school diploma/GED with at least 5 years of commensurate experience).
Desired Characteristics :
Minimum of 2 years Power system protection and communication field experience with deep understanding of industrial and utility relaying protection schemes
Minimum of 2 years experience configuring, troubleshooting protection relays and control systems
Individual must be customer oriented and flexible to support customer after-hours.
Ability to understand and solve customer problems will be vital to success and individual will have to have a strong motivation to use technical knowledge to help others.
This position being customer facing may involve constant prioritizing of assignments to meet varying customer requests.
Ability to influence others, negotiate positive outcomes and build consensus with internal teams to create successful and timely outcomes for customers.
The base pay range for this position is 87,300.00 - 109,100.00 USD Annual. The specific pay offered may be influenced by a variety of factors, including the candidate’s experience, education, and skill set. This posting is expected to close on 12/2/24.The Company pays a geographic differential of 110%, 120% or 130% of salary in certain areas.Healthcare benefits include medical, dental, vision, and prescription drug coverage; access to a Health Coach, a 24/7 nurse-based resource; and access to the Employee Assistance Program, providing 24/7 confidential assessment, counseling and referral services. Retirement benefits include the GE Retirement Savings Plan, a tax-advantaged 401(k) savings opportunity with company matching contributions and company retirement contributions, as well as access to Fidelity resources and planning consultants. Other benefits include tuition assistance, adoption assistance, paid parental leave, disability insurance, life insurance, and paid time-off for vacation or illness.General Electric Company, Ropcor, Inc., their successors, and in some cases their affiliates, each sponsor certain employee benefit plans or programs (i.e., is a “Sponsor”). Each Sponsor reserves the right to terminate, amend, suspend, replace, or modify its benefit plans and programs at any time and for any reason, in its sole discretion. No individual has a vested right to any benefit under a Sponsor’s welfare benefit plan or program. This document does not create a contract of employment with any individual.Additional InformationGE offers a great work environment, professional development, challenging careers, and competitive compensation. GE is an Equal Opportunity Employer (https://www.eeoc.gov/sites/default/files/2022-10/22-088EEOCKnowYourRights1020.pdf) . Employment decisions are made without regard to race, color, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other characteristics protected by law.GE will only employ those who are legally authorized to work in the United States for this opening. Any offer of employment is conditioned upon the successful completion of a drug screen (as applicable).Relocation Assistance Provided: No#LI-Remote - This is a remote position