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Lead Technical Support Specialist

  • GE Oil & Gas
  • Experienced
  • Posted 9/5/2017 2:51:52 PM
  • 2978510
  • Job Function: Services
  • Business Segment: Oil & Gas Digital Solutions
Location(s): United States; Colorado; Longmont


About Us:

Baker Hughes, a GE company (NYSE:BHGE) is the world’s first and only fullstream provider of integrated oilfield products, services and digital solutions. Drawing on a storied heritage of invention, BHGE harnesses the passion and experience of its people to enhance productivity across the oil and gas value chain.

BHGE helps its customers acquire, transport and refine hydrocarbons more efficiently, productively and safely, with a smaller environmental footprint and at lower cost per barrel. Backed by the digital industrial strength of GE, the company deploys minds, machines and the cloud to break down silos and reduce waste and risk, applying breakthroughs from other industries to advance its own.

With operations in over 120 countries, the company’s global scale, local know-how and commitment to service infuse over a century of experience with the spirit of a startup – inventing smarter ways to bring energy to the world.

Follow Baker Hughes, a GE company on Twitter @BHGECo, or visit us at BHGE.com.

GE offers a great work environment, professional development, challenging careers, and competitive compensation. GE 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.

Role Summary:
In the role of Lead Technical Support Specialist, you will:

Essential Responsibilities:

  • Provide Engineering Level Technical Support for the global team using the M&C Technical Support Policy
  • Be responsible for GE Controls MkV-VIe Engineering & Application Configuration Support
  • Be responsible for HMI Engineering Design & Application Configuration Support
  • Be responsible for Networking Engineering & Application Configuration Support
  • Be responsible for Cyber Security & Application Configuration Support
  • Global Leadership and Strategy Development, Support global team colleagues in the areas of Customer Care, and Technical Support
  • Promote Customer Support Brand: Strong Customer Communication Soft Skills with ability to turn Detractor customers into Promoters through effective problem solving.
  • Be measured by hitting business targets for the following, Net Promoter Score, Customer Support Responsiveness, Business Continuous Improvement Achievements, Self-Perform Case Resolution Volume and Effectiveness, 80% of PAC cases related to your field
  • Own and manage the customer relationship
  • Execute Services Contract obligations (Technical Remote Support, Case Management, & Issue Resolution per contract)
  • Interface with customers and GE functions globally to drive the M&C vision for technical support.
  • Provide VOC to Product Line Leadership team relative to M&C offerings
  • Support customer in maintaining operating assets with M&C products & services
  • Participate in customer reported unit trips related to Control Solutions Product
  • Drive continuous improvement feedback loop discussions with supporting functions to eliminate engineering defects affecting the customer fleet
  • Be responsible for four Site Visits per year to maintain competency and on-the-job training

    Qualifications/Requirements:
  • Bachelor's degree from an accredited university or college OR high school diploma / GED from an accredited school or institution and minimum 7 years of experience in MkVIe/HMI/Networking Control Solutions product experience)
  • Minimum 3 years of experience in MkVIe/HMI/Networking Control Solutions product experience

    Desired Characteristics:
  • Leadership, Black Belt, or Group Facilitation experience
  • Soft Skills trainings or certifications
  • GE Gas Turbine, GE Steam Turbine and BOP knowledge
  • GE Turbine Control engineering or services commissioning for MkV, MkVI, and/or MkVIe experience
  • Historian, Proficy, and HMI Application Configuration Engineering and Installation Experience, both current and legacy
  • Familiarity with long-term parts and services contracts
  • Field Engineering Program (FEP) or other Technical experience
  • Successful P&L experience
  • Demonstrated communication & organizational skills
  • Proficiency with computer tools
  • Strong business / financial skills
  • Strong interpersonal skills
  • Technically savvy while having strong business acumen and ability to drive overall solutions/rigor to meet customer needs
  • Minimum 5 or more years of technical experience in power generation industry, previous commercial or project management experience

    Locations: United States; Colorado; Longmont

    GE offers a great work environment, professional development, challenging careers, and competitive compensation.  GE 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.

    GE will only employ those who are legally authorized to work in the United States for this opening. Any offer of employment is conditional upon the successful completion​ of a background investigation and drug screen.


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