Job Description Summary
Job Description
Role Summary
Reporting to the Service Engineering Manager, the Service Customer care Engineering Manager will be responsible for leading the Service Customer Care engineering team.That team supports the Field engineering team with the mission preparation and reporting, is the main customer point of contact for technical issues on systems under LTSA and warranty. This engineering group is also part of the 24/7 team supporting and supervising customer issue resolutions.
Essential Responsabilities
The Service Customer Care Engineering Manager supervises the technical engineering group. In this role, he/she:
·Supports the Field engineering manager with field mission process implementation.
·Supervises his/her team and make sure that proper support is provided on the field mission execution as per the process (procedures, tool lists, site schedules, isolation plans…)
·Manages the back log of field mission preparation and report approval to meet the HVDC/FACTS service targets
·Guarantees the quality of the documents provided by the HVDC/FACTS group on Field missions
·Supports the Field engineering manager with 24/7 call management
·Supervises his/her team and make sure that customer with active LTSA and/or warranty gets their technical issues resolved
·Is responsible for management of Level 2 technical support
·Assigns Contract/Sub-stations to his/her team engineers and makes sure they actively support the LTSA and Warranty project managers as main technical point of contact for technical issue resolution
·Is in charge of new process and tool (ie SR, Customer Portal, ACT…) deployment for LTSA/Warranty issue management within NAM HVDC/FACTS Service group.
·Is responsible for reviewing, enforcing, and managing LTSA project specific standardized technical processes (standardized maintenance procedures, specific testing or investigation procedures for open tickets, etc.)
·Tracks the LTSA and Warranty start and end dates, makes sure this information is easily available for the 24/7 and his/her engineering groups
·Reflects return of experience on Warranty and LTSA to improve maintenance strategies – Circles back with PDG groups to update product documentation accordingly
·As a manager, makes sure that his/her service engineers are loaded properly
·Manages his/her Service group and individual priorities to deliver support as per the overall business priorities
·Takes care of the continuous development of his/her engineers and assigns them side missions to develop their technical knowledge and skills
Mandatory and Desired Qualifications / Requirements
Interesting Qualifications:
Strong preference for Bachelor's degree in Electrical & Computer Engineering with exposure to and course work in power system design
Work exposure to Transmission and Distribution substation engineering for utilities and renewable energy power plants
Prior GE work experience in GE Vernova GSI group
Field experience in electrical, controls and protection disciplines
Prior management experience in Services and operations
Desired Characteristics:
•Good presence in front of the customer with demonstrated commercial experience such as Project Management
Additional Information
Relocation Assistance Provided: No