Job Description SummaryWe are seeking a motivated and technically strong and customer-focused Technical Support Specialist (Protection & Control) to join our Grid Automation Technical Support team. This position provides Level 2 post-sales technical support for GE Vernova's protection and control portfolio, including relays, meters, and associated software used in utility and industrial power systems.
This role serves as the technical interface between Level 1 customer care, field service teams, and senior engineering experts (L3/L4). The successful candidate will support fault analysis, configuration, and commissioning inquiries; assist with product integration into customer systems; and contribute to improving tools and processes across the Grid Automation North America Support Organization
Job DescriptionKey Responsibilities:- Provide ongoing technical support and case management daily through phone, email, and other forms of communication.
- Investigate technical problems, reproduce issues as required, and interface with Product Line teams to drive customer issues to closure, in a timely manner with a positive outcome
- Collaborate with L3/L4 engineering Teams for escalated investigations, ensuring comprehensive problem documentation.
- Provide recommendations to customer for upgrades of obsolete products
- Maintain accurate records in the quality management and customer relationship management tools (CRM)
- Maintain RMA status and documentation.
- Identify training opportunities and assume ownership for self-development and training of others
- Responsible for monitoring and reporting on cases escalated through the entire GE process
- Prepare documentation and maintain knowledge data base of technical tips and technical resolution outcomes
- Maintain a status record and update critical case report of open issues for all tier and severity type customer issues
- 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 as required
- Identify firmware issues on relays and diagnose with testing
- Maintain professional demeanor and interact at all levels of customer organization
- Ability and willingness to travel up to 25% of the time
Required Qualifications:- Bachelor's Degree in Electrical Engineering from an accredited college or university or equivalent experience.
- Conveys an understanding of industrial and utility protection, control and communications applications.
- Flexible to work on-call, after hours support or modified hours of work to support customer.
Desired Characteristics:- Minimum 3-5 years of experience in power system protection and control
- Experience using GE Multilin Protection and Control products
- Power system automation and communication expertise
- Protection and control testing experience using secondary injection methods
- Ability to perform post fault power system fault analysis and recommend settings or application modifications
- Hands on expertise in configuring and troubleshooting protection and control systems
- Experience configuring and troubleshooting 61850 based protection systems
- Demonstrates practical experience with protective relay settings, features and network communications
- Work efficiently without direct supervision
- Strong problem-solving skills
- Flexible and adaptable; open to change and modification of tasks
- Able to share ideas and work well in a team environment and takes a proactive approach to tasks - displays initiative
- Strong organizational & communication skills and a proactive and open approach to conflict resolution
- Customer focused attitude with proven positive results
- Ability to prepare and present technical presentations, white papers, and case studies at industry conferences
- Demonstrated proficiency in Microsoft Office applications
For candidates applying to a Canadian-based position, the pay range for this position is between $ 74,400.00 and $124,000 CAD. The specific pay offered may be influenced by a variety of factors, including the candidate's experience, education, and skill set.
Bonus eligibility: Yes
Additional InformationRelocation Assistance Provided: No
#LI-Remote - This is a remote position
