Job Description SummaryAt GE Digital, we are creating technology and solutions to enable social, mobile, analytical and cloud capabilities for the Industrial Internet. The Industrial Internet is an open, global network that connects people, data and machines. Its about making infrastructure more intelligent and advancing the industries critical to the world we live in. At GE, we believe its about the future of industryenergy, healthcare, transportation, manufacturing. Its about making the world work better.We currently have a Customer Support Engineer position available in Asset Management Customer Support, a division of the GE Digital business providing high:tech, software solutions to the Utility and Telecommunications industries. The Regional Customer Support team works closely with Customers, Business Partners and Distributors throughout Europe, Africa and the Middle East delivering effective first and second line technical support on the full Asset Management Geospatial, Smallworld product suite and Mobile solutions.The Customer Support Engineer is based out of the Romanian facility in Bucharest, reporting into the Customer Support organization and working closely with the German Customer Support Subject Matter Experts and Engineering functions as well as other delivery centers for process continuity to ensure we continue to build good working relationships and deliver a quality service.Role:Youll provide expertise in sustained customer success and growth in the post:sales customer lifecycle through training, professional services, technical support, renewals, outcome attainment, retention, expansion, and customer advocacy with a Digital focus.**Job Description**:**Responsibilities**:Provide first and second level support for problem resolution, including reproduction of customer issues, reporting defects and providing workarounds to customers (including patches)Interface with product support groups and development groups to facilitate case resolutionInterpret customer needs, assess impact on the customer and prioritise accordinglyAccurately record and document case activity in a web based issue resolution toolDiligently monitor case metrics as an indicator of performance, on time delivery of milestones, backlog and SLA span for support issues; utilization and productivityEncourage customer feedback and escalate major, elusive or recurrent issues that affect customer satisfactionProvide feedback to development and quality teams and participate in Quality Audits, as necessaryPerform on:site/remote customer support when requiredGood knowledge of, and adherence to, company internal systems and processes. Total commitment to integrityParticipate in Championing the Customer devising customer profile reports, understanding user base and user workflows, top issues, site visits etc.Maintain awareness of relevant technical and product trends through self:learning/study, training classes and job shadowingHelp grow team expertise through knowledge sharing (showcases, presentations, technical blogs)Contributing to wider Services project work when appropriate, such as testing activities as part of knowledge transferParticipation in regional rota to deliver out of hours serviceEssential requirements:Bachelor of Science degree in Information Systems, Information Technology, Computer Science, or Engineering or other degree with relevant experience or equivalent level of experienceFluent in German and EnglishGood customer facing skills, managing interactions to establish credibility and trustAble to develop and execute against a delivery planGood presentation and communication skillsAble to prioritise and multi:task as well as to work as part of a regional teamExperience with technologies related to the Smallworld product suite, e.g. Java, web technologies, Kubernetes, Websphere, major database systemsDesired Characteristics:Able to work as part of a teamExternal focus:creates processes with customer viewpoint an
