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Technical Support Specialist

Company: General Electric
Location: West Chester
Posted on: June 12, 2021

Job Description:

Job Description Summary

Become part of our dynamic team working on the challenges of the new technology of industrial additive manufacturing. As a Technical Support Specialist on the customer service team, you are responsible for developing and maintaining strong interpersonal relationships with customer representatives, ensuring customer satisfaction, and maintaining all equipment models specific to a modality or modalities in the Americas Region.

Job Description

Roles and Responsibilities:

  • Support strategic customers in the use of 3D metal printing equipment
  • Support customer requirements with respect to additively manufactured metallic components
  • Analysis of support cases and development of technical solutions
  • Transfer of technical cases to 3rd level support based on escalation criteria
  • Tracking 3rd level support cases and communication to the customer
  • Responsible for a structured preparation and feedback of gained insights from the customer

support to the organization

  • Support field service technicians on the phone or on-site when needed
  • Support the remote service team
  • Work within a cross-disciplinary team of individuals dedicated to meeting customer driven deadlines while providing the best possible training and support
  • Provide technical sales support to the sales team
  • Effectively communicate with Field Service Engineers, Regional Sales Directors and Managers, internal Engineering Solutions Team, and internal Materials team on customer requirements and technical issues
  • Travel to customer sites throughout North and South America

Required Qualifications:

  • Bachelor's degree from an accredited university or college (or a high school diploma / GED with at least 4 years of experience in Field Services or similar technical discipline)
  • Experience in technical customer service using analytical methods
  • Experience with systematic approach and consistent documentation
  • Very good computer skills (PC, MS Windows, network, MS Office)
  • Team player - Ability to work cooperatively within a group
  • Works well with undefined solutions and works independently towards resolution
  • Able to read and troubleshoot using electrical schematics
  • Familiarity with additive manufacturing processes and software
  • Available to travel (50% and up)

Desired Qualifications:

  • Field service experience in a deadline driven, customer focused environment
  • Skilled in customer interactions, data presentation, and public speaking environments
  • Strong interpersonal and leadership skills
  • Ability to influence others and lead small teams
  • Lead initiatives of moderate scope and impact
  • Ability to coordinate several projects simultaneously
  • Effective problem identification and solution skills
  • Proven analytical and organizational ability
  • Language proficiency in English, Spanish, Portuguese, or German
  • IT/SW knowledge
  • Additive Manufacturing experience
  • Able to apply critical thinking and make trade-off decisions
  • In stressful situations, you remain goal-oriented and quality-oriented
  • You are communicative and have intercultural understanding

Keywords: General Electric, Cincinnati , Technical Support Specialist, Other , West Chester, Ohio

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