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Services Specialist 1 - Customer Support Engineering

  • GE Transportation
  • Experienced
  • Posted 1/11/2018 4:50:40 PM
  • 3045986
  • Job Function: Services
  • Business Segment: Transportation Digital Solutions
Location(s): United States; Kentucky; Russell

About Us:
At GE Transportation, we move the world. We
are a global digital industrial leader and supplier to the rail, mining, marine, stationary power and drilling
industries. Our solutions help customers deliver goods and services with greater speed and greater savings using
our advanced manufacturing techniques, industry expertise and connected machines. Established more than a
century ago, GE Transportation is a division of GE that began as a pioneer in passenger and freight locomotives.
That innovative spirit still drives GE Transportation today. It's the engine of change that puts us at the forefront of
transportation technology, software, and analytics. And it's why we continue to find-and realize-the potential that
keeps our connected world moving forward. The GE Transportation Global Headquarters is located in Chicago,
Illinois. There are over 65 service sites worldwide.

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 Field Services role utilizes strong electrical knowledge and product expertise to advise their work group in resolving issues impacting the availability and reliability of the product. They help ensure product performance through consistent monitoring of metrics and utilize strong organizational skills to ensure repairs are made and objectives are met. Immediate action with hands-on work and strategic planning for sustained performance are both essential components of the role.

Essential Responsibilities:
  • Able to build and develop strong relationships with external and internal customers.
  • Provide technical instruction and assistance to customers regarding installation, operation, calibration, repair and maintenance over the phone and at customer’s sites for a wide range of equipment vintages.
  • May provide leadership and technical direction to skilled labor performing work on customer sites.
  • Be available during off shift hours by phone to support our customer with troubleshooting and repairs of our products.
  • Be willing to participate in our 24x7 technical call support rotation.
  • Perform on-site installation of systems and equipment, ongoing preventive maintenance, repair and calibration after installation.
  • Respond to requests for emergency repairs and services to troublesome equipment.
  • Perform administrative functions; such as writing technical reports, preparing job status reports, reports to customers, time sheet and expense reports on a complete timely, and thorough basis
  • Plan, prepare and/or instruct both internal and external training programs as required, to impart and perpetuate product knowledge in area of specialization.
  • Maintain reliable reporting and tracking systems to utilize field data and ensure availability and reliability of the product is sustained.
  • Interface with engineering for purposes of evaluating and improving product lines
  • May design and build various test fixtures into meet the demands of the department.
  • Perform repairs to board level using various test fixtures, test equipment, and tools on products using test procedures for validation.
  • Responsible for maintaining accurate inventory levels, accounting for materials in inventory management system and request additional materials when needed.
  • May maintain knowledge of applicable product line warranties, and accomplish effective warranty administration.
  • May maintain knowledge of the ticket system to the extent required for timely and accurate input of customer call information.
  • Perform all work to technical requirements in accordance with GE safety standards.
  • Develop and expand technical knowledge and expertise according to recognized industry standards.
  • Develop knowledge to troubleshoot a wide range of vintage/legacy equipment.

  • Bachelor’s degree from an accredited university or 2 year degree from a technical institution with at least 4 years’ experience or High school diploma/GED 4 years of military experience (in a basic electronics field) or High school diploma/GED 10 years of railroad experience
  • Willingness and ability to travel 50 % of the time
  • Must have a valid driver’s license and obtain a passport
  • Willingness to participate in on call rotation
  • Physical requirements – must be able to lift 50 lbs.’, walk a mile, climb stairs, squat
  • Willingness to work outside, in all weather conditions
  • Willingness to work on weekends, some holidays and various shifts based on business needs

Desired Characteristics:
  • Bachelor’s degree in Electrical Engineering is preferred
  • Working knowledge and understanding of UHF and RF Technology a plus
  • Understanding of Locomotive Distributed Power, a plus
  • Understanding of electronic theory. Read and interpret schematic diagrams, test logic I/O circuits, analyze results and identify failures. Remove and install sub-system components and wiring.
  • Strong business acumen and ability to sell GE products to the customer
  • Strong organizational skills
  • Ability to work effectively with minimal supervision
  • Strong customer service mindset
  • Strong MS Power Point and Excel proficiency
  • Strong oral and written communication skills
  • Strong interpersonal and leadership skills
  • Prior field engineering experience is preferred
  • Strong project management skills
  • Prior project management experience is preferred
  • Communications networking background
  • Prior electronics repair experience is preferred
  • Prior experience analyzing data driving recommended changes
  • Knowledge of Rail Road industry products a plus
  • Lean Six Sigma experience a plus
  • Level 1 GE Technical Advisor Certification a plus
  • Working knowledge of computer operating systems

Locations: United States; Kentucky; Russell

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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