Customer Support Engineer - Nuevo León, México - GE Digital

GE Digital

Empresa verificada

Nuevo León, México

hace 2 semanas

Publicado por:

Rodrigo Fernández

Reclutador de talento para beBee

Descripción

Job Description Summary:

Provides expertise in sustained customer success and growth in the post-sales customer lifecycle through training, professional services, technical support, renewals, outcome attainment, retention, expansion, and customer advocacy with a Digital focus.

Accountable for the quality of own work. Subject to direct operations supervision/prescribed work instructions/systems checking. Executes within a well-defined operations framework.

There is generally a step by step sequence of standard operational tasks which need to be followed to achieve an end result.

Essential Responsibilities:

In this role, you will:

Research and troubleshoot issues involving all aspects of the GE Digital solutions, including but not limited to user interface, network and communication connectivity and performance, Cloud and on

- premise component interoperability, data collection/storage, visualization, analytics, machine monitoring software and associated control systems, hardware infrastructure, and interfaces to enterprise systems such as ERP, PLM and Quality.

Troubleshoot and identify product problems for presentation to engineering or Cloud infrastructure teams for resolution or disseminates appropriate information necessary to correct configuration issues.
Uses advanced troubleshooting techniques, clinical knowledge and/or programming skills to make needed modifications to customer database to ensure information integrity for the customer
Uses advanced troubleshooting techniques, clinical expertise/knowledge and/or programming skills to analyze and resolve customer issues as assigned in compliance with the standard turnaround time or project milestones
Understands and follows corporate, divisional and departmental standards
Adheres to and advances the use of GEHC coding conventions, debugging techniques, tools, and documentation. Expert in the use of a wide range of debugging techniques
Assists in conducting business evaluations and document findings in the agreed upon turnaround times
Serve as an escalation point within the team to increase knowledge and decrease escalations
Acts as a resource, coach, and mentor as applicable, including serving as a functional resource to staff and customers
Identify knowledge gaps and trends to develop training and build the skills of fellow engineers
Specifies, sets up, codes, and processes complex conversion and interfaces for assigned clients as applicable meeting all project plan dates set
Displays indepth knowledge to support multiple products or suites with little or no assistance, while maintaining a high level of quality and following all GEHC department standards
May write or contribute user/technical documentation and case notes
Meets with customers as necessary, analyzes their needs, and provides insight into products and their functionality
May be required to work overtime, oncall, weekends, and holidays
Identify and report any personal quality or compliance concerns immediately to the Quality Organization
Ensure timely dispatch closure
Ensure completion of all field modifications instructions (FMI's) within prescribed timeframe
Participate in continuous improvement activities by identifying and appropriately escalating process and product quality gaps, providing solutions when possible
Flexibility to provide onsite support, as needed
Provides advanced customer support in 24x7 environment
Team Supervisor will be responsible for achieving all defined goals and milestones assigned, while spending up to 50% on the below responsibilities:
Work with the team to monitor goals in support of departmental and corporate strategies, services requests queue management, reporting analysis (service response rate, team/individual stats, NPS/Medallia, staffing, overall performance)
Daytoday service performance monitoring and reviews (regular checks of aging cases, analyzing reports, review customer feedback, provide direct feedback to improve individual performance), schedule management
Training (assessments, training plan development, coordination, followup)
Mentoring/coaching (OJT, engaging technical resources, identifying and communicating opportunities/improvements, deliver recognition)
Process documentation/maintenance and communication
Remove team roadblocks through creative problem solving, negotiating with others or mediating conflicts. Calls upon others to help solve some organizational roadblocks, as appropriate
Develop a close working relationship with the relevant regional Service Leaders to ensure consistent Service Delivery customer issue resolution, support the Regions and/or Products in Service Delivery and Service Productivity improvement
Follows/establishes external escalation path and effectively diffuse customer conflicts and bring to resolution
May be required to work overtime, oncall or weekends