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Customer Service Engineer

  • GE Power
  • Experienced
  • Posted 11/30/2017 5:49:35 AM
  • 3032493
  • Job Function: Services
  • Business Segment: Power Industrial Solutions
Location(s): Belgium; Gent

About Us:
GE is the world's Digital Industrial Company, transforming industry with software-defined machines and solutions that are connected, responsive and predictive. Through our people, leadership development, services, technology and scale, GE delivers better outcomes for global customers by speaking the language of industry.

GE Power is a world leader in power generation with deep domain expertise that helps customers deliver
electricity from a wide spectrum of fuel sources. We are transforming the electricity industry with the digital power
plant, the world’s largest & most efficient gas turbine, full balance of plant solutions and our data-leveraging
software. Our innovative technologies and digital offerings help make power and water more affordable, reliable,
accessible and sustainable.

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, and according with all local laws protecting different status.

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Role Summary:
The Customer Service Engineer demonstrates accountability for functional fulfilment and broad company objectives for both UPS and Power Delivery services. In this role, you will manage fulfilment of services sales orders for Belgium (services project manager/engineer) and you will deliver field engineering on selected projects (field engineer). Main metrics: EHS, Quality, OTD, and Cost.

Essential Responsibilities:

  • Responsible for overall fulfillment metrics for all sales orders and associated site execution: EHS, Quality, On-Time Delivery, and Cost
  • Contribute to quarterly sales estimates and pacing for Belgium
  • Lead efforts to ensure customer service excellence for assigned customers and develop customer relationships
  • Provide the operational leadership needed to deliver flawless execution and customer issue resolution
  • Execute project management and engineering got field service jobs, upgrade/retrofit projects, and installation and commissioning fulfilment including coordination of purchased labour & materials (PL&M), tooling, and execution quality
  • Act as team leader for the field engineers in Belgium
  • Partner with the sales and commercial operations teams, and provide technical support and estimates for proposals
  • Manage cost control, quality, and operations-oriented customer communications
  • Develop schedules to meet specific objectives, establish priorities, anticipate resource needs and allocate those resources
  • Work cross functionally with quality, technology, supply chain and product line management to develop, implement, and execute on closed loop quality feedback as it relates to field issues, product issues, service interruptions, and customer complaints
  • Implement and manage continuous improvement as it relates to customer satisfaction (TNPS) surveys and results
  • Perform collateral duties as assigned to meet business needs as they relate to EHS, Quality, Integrity, etc.
  • Ability to travel as required

  • Strong customer service mindset
  • Field service experience
  • Experience and expertise in maintenance, troubleshooting, installation, testing and commissioning of Medium Voltage and Low Voltage equipment; AC breakers, switchgear, motor control centers, protection relays and DC breakers
  • Project management & site leadership experience

Desired Characteristics:
  • Proven field engineering experience
  • Experience & expertise with rotating machines (motors and drives)
  • Bachelor’s degree in Engineering or physical science is preferred (OR a High School Diploma / GED with major industry work experience)
  • Experience with SAP
  • Six Sigma training is preferred
  • Commercial savvy
  • Ability to manage effectively in a dynamic and fast-paced environment
  • Effective team contributor and member
  • Ability to energize teams through inclusiveness and connection with people
  • Working knowledge of contract terms and conditions
  • Familiarity with project labor and material quoting tools
  • Ability to build trust by respecting the ideas and contributions of everyone
  • Strong oral and written communication skills
  • Strong interpersonal and leadership skills
  • Willingness and ability to travel within assigned region, this is a field engineering role and therefore the majority time is spent in the field away from the base office location, with some base office based time, as required

Locations: Belgium; Gent

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.

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