Technical Support Specialist

Post Sales support of customer issue(s) for GE Vernova Monitoring and Diagnostic (M&D) equipment. Includes repairs (RMAs and field), technical support or other service requests. \n \n This individual will be highly technical, organized, customer focused and self-motivated. The Technical Support Specialist will own the technical relationship with customers and be responsible for all activities of the case request from request creation to successful conclusion.\n \n \nJob Description\n \n Rôles et responsabilités : Assurer un soutien technique continu et la gestion quotidienne des dossiers par téléphone, e-mail et autres moyens de communication. Analyser les problèmes techniques, reproduire les dysfonctionnements si nécessaire et collaborer avec les équipes des gammes de produits pour résoudre les problèmes des clients de manière rapide et satisfaisante. Fournir des recommandations concernant les réparations, les mises à niveau et le remplacement de pièces. Tenir à jour des dossiers précis dans les outils de gestion de la qualité, de gestion de la relation client (CRM) et d’ERP (Salesforce.com, ServiceMax, SAP, etc.). Identifier les opportunités de formation et prendre en main son propre développement professionnel ainsi que la formation d’autrui. Élaborer de la documentation et alimenter une base de connaissances regroupant des conseils techniques et les solutions apportées aux problèmes. Assurer le suivi de l’état d’avancement et mettre à jour les rapports sur les cas critiques (niveaux de support 1 et 2) en attente de résolution. Prendre en charge, suivre et résoudre les dossiers de niveaux 3 et 4 relevant de l’équipe locale ou de la gamme de produits. Participer aux réunions des gammes de produits pour présenter, mettre à jour et piloter la résolution des dossiers en cours. Planifier et animer des réunions régulières avec les clients pour examiner les résumés de dossiers et les rapports d’indicateurs de performance. Qualifications requises : Diplôme d’ingénieur ou diplôme de technicien supérieur et/ou expérience professionnelle pertinente. Au moins cinq ans d’expérience dans le secteur industriel (énergie ou fabrication de transformateurs) ou dans un domaine connexe (surveillance et diagnostic, notamment la surveillance de l’huile dans les transformateurs). Excellente connaissance des dispositifs de surveillance et de diagnostic de GE Vernova. Esprit innovant, capable d’installer des équipements et de reproduire les problèmes signalés par les clients. Flexibilité pour assurer des astreintes, un support en dehors des heures de bureau ou des horaires aménagés afin de répondre aux besoins spécifiques des clients. Qualités souhaitées : Excellentes compétences en communication écrite et orale. Capacité d’apprentissage rapide et aptitude à acquérir rapidement une connaissance approfondie des produits. La maîtrise d’une seconde langue constitue un atout. Expérience dans la résolution de problèmes techniques complexes au sein d’équipes pluridisciplinaires. Autonomie et excellentes compétences en analyse, résolution de problèmes et gestion du temps. Capacité à favoriser le consensus au sein d’équipes pluridisciplinaires pour aboutir à une solution positive. Capacité à établir des priorités et à gérer efficacement plusieurs tâches tout en respectant systématiquement les délais. Orientation résultats et capacité à travailler sous pression avec les clients et le personnel à tous les niveaux hiérarchiques. Capacité à exposer clairement les problèmes des clients et les solutions envisagées, ainsi qu’à en définir les priorités.\n \n \nRoles and Responsibilities:\n \n \n \n

• Provide ongoing technical support and case management daily through phone, email and other forms of communication\n
• Investigate technical problems, reproduce issues as required, and interface with Product Line groups to drive customer issues to closure, in a timely manner and with a positive outcome\n
• Provide recommendations for repairs, upgrades and part replacements\n
• Maintain accurate records in the quality management, customer relationship management and ERP tools (Salesforce.com, ServiceMax, SAP etc.)\n
• Identify training opportunities and assume ownership for self-development and training of others\n
• Prepare documentation and maintain knowledge data base of technical tips and technical resolution outcomes\n
• Maintain a status record and update critical case report of open issues for support level tier 1 and 2 cases\n
• Assume ownership, follow-through and resolution responsibilities for tier 3 and 4 type cases residing with local team or with product line \n
• Participate in product line meetings to present, update and drive resolution for open\n
• Schedule, lead and prepare customer case summary and metric reports for review with customers on a regular basis\n

• Engineering degree or Technologist Diploma and/or related work experience\n
• Minimum five years of industry experience (energy sector or transformer industry) or minimum five years in related field - Monitoring & Diagnostics - monitoring oil in transformer industry\n
• Very good knowledge of the GE Vernova Monitoring and Diagnostics devices.\n
• Innovative thinker with the ability to set up equipment and reproduce customer reported issue\n
• Flexible to work on-call, after hours support or modified hours of work to support customer specific situations\n, * Exceptional written/verbal communication skills\n
• Must be a quick learner, with the ability to develop strong product knowledge rapidly\n
• Ability to speak a second language is a plus\n
• Experience working on complex technical issues with cross-functional teams\n
• Self-starter with exceptional analytical/problem solving and time management skills\n
• Ability to build consensus of cross-functional teams to achieve a positive outcome\n
• Ability to prioritize and effectively handle multiple assignments while consistently meeting deadlines\n
• Results-oriented problem solver with the ability to work well under pressure with customers and all levels of staff\n
• Ability to clearly articulate and prioritize customer issues and solutions\n

n \nAdditional Information\n \n GE Vernova offers a great work environment, professional development, challenging careers, and competitive compensation. GE Vernova is an Equal Opportunity Employer. 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.\n \n GE Vernova 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). \n \n \nRelocation Assistance Provided: No\n \n #LI-Remote - This is a remote position\n \n For candidates applying to a U.S. based position, the pay range for this position is between $78,800.00 and $131,200.00. The Company pays a geographic differential of 110%, 120% or 130% of salary in certain areas. The specific pay offered may be influenced by a variety of factors, including the candidate’s experience, education, and skill set.\n \n Bonus eligibility: discretionary annual bonus.\n \n This posting is expected to remain open for at least seven days after it was posted on September 15, 2026.\n \n Available benefits include medical, dental, vision, and prescription drug coverage; access to Health Coach from GE Vernova, 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 Vernova 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 financial planning consultants. Other benefits include tuition assistance, adoption assistance, paid parental leave, disability benefits, life insurance, 12 paid holidays, and permissive time off.\n \n GE Vernova Inc. or its affiliates (collectively or individually, “GE Vernova”) sponsor certain employee benefit plans or programs GE Vernova 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 GE Vernova welfare benefit plan or program. This document does not create a contract of employment with any individual.”, “hiringOrganization”: {“@type”: “Organization”, “name”: “GE Vernova”, “logo”: “https://jobs.military.com/attachments/employer/0/961/152/272.svg”}, “jobLocation”: {“address”: {“addressCountry”: “United States”, “streetAddress”: “Not specified”, “@type”: “PostalAddress”, “postalCode”: “99999”, “addressLocality”: “Not specified”, “addressRegion”: “South Carolina - SC”}, “@type”: “Place”}, “industry”: “Other Services (except Public Administration)”, “identifier”: {“@type”: “PropertyValue”, “name”: “GE Vernova”, “value”: “6C911D94470D62F69A6A0D3A08AEA32B-9e84b8”}, “baseSalary”: {“@type”: “MonetaryAmount”, “currency”: “USD”, “value”: {“@type”: “QuantitativeValue”, “value”: “Competitive”, “unitText”