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:
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
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
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
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