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: The Cyber Tech Support Lead will assist customers with troubleshooting their installed SecureSuite cyber security systems. You will also act as the liaison between the end customer and the Control Solutions Services and Engineering teams. You will work with hardware and software vendors to obtain resolution on vendor related quality issues that are affecting end customers.
Essential Responsibilities: You will provide excellent and timely customer service to ensure our customers are delighted with their installed SecureSuite cyber security systems.
In the role of Cyber Tech Support Lead, you will:
Front-line troubleshooting support for installed SecureSuite cyber security systems
Liaison between end customer and Control Solutions Services and Engineering teams
Record lessons learned from SecureSuite product installations and applying those lessons learned to resolve future problems encountered by our customers
Attend CIR calls on cyber security service issues, and get issues resolved and closed in a timely manner
Collaborate with HMI Cyber Tech Lead to ensure you have latest training and knowledge on SecureSuite cyber security systems
Coordinate with 3rd party software (i.e., McAfee, Acronis) and hardware (i.e., HPE) providers, as necessary, for vendor related issues and troubleshooting
During peak outage seasons, be available to assist with job overflows
Drive collaboration with interfacing organizations such as manufacturing, engineering, and projects
Off-hours, weekend customer support as necessary
Bachelor’s Degree in Engineering, Computer Science, or related discipline from an accredited college, or university
Minimum 5 years of experience in leading technical support and/or field engineering on HMI and Cyber related products
Expertise with SecureSuite cyber security system
Strong knowledge of Industrial Cyber Security
Proven leadership skills; ability to effectively influence and motivate others
Excellent customer service skills
Excellent interpersonal and communication skills
Ability to work effectively with all levels
Green Belt Certified (GE Employees only)
Demonstrated ability to proactively identify challenges, resolve effectively, and deliver results
Strong decision-making skills
Demonstrated strong interpersonal skills
Proven track record of delivering results
Strong verbal and written communication skills
Self-motivated, self-starter capable of remaining flexible to changing work priorities
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