Technical Support Specialist

Job Description Summary

We are seeking a motivated and technically strong and customer-focused Technical Support Specialist (Protection & Control) to join our Grid Automation Technical Support team. This position provides Level 2 post-sales technical support for GE Vernova’s protection and control portfolio, including relays, meters, and associated software used in utility and industrial power systems.

This role serves as the technical interface between Level 1 customer care, field service teams, and senior engineering experts (L3/L4). The successful candidate will support fault analysis, configuration, and commissioning inquiries; assist with product integration into customer systems; and contribute to improving tools and processes across the Grid Automation North America Support Organization.

Job Description

Key Responsibilities:

• Provide ongoing technical support and case management daily through phone, email, and other forms of communication.
• Investigate technical problems, reproduce issues as required, and interface with Product Line teams to drive customer issues to closure, in a timely manner with a positive outcome
• Collaborate with L3/L4 engineering Teams for escalated investigations, ensuring comprehensive problem documentation.
• Provide recommendations to customer for upgrades of obsolete products
• Maintain accurate records in the quality management and customer relationship management tools (CRM)
• Maintain RMA status and documentation.
• Identify training opportunities and assume ownership for self-development and training of others
• Responsible for monitoring and reporting on cases escalated through the entire GE process
• Prepare documentation and maintain knowledge data base of technical tips and technical resolution outcomes
• Maintain a status record and update critical case report of open issues for all tier and severity type customer issues
• Participate in product line meetings to present, update and drive resolution for open requests
• Schedule, lead and prepare customer case summary and metric reports for review with customers as required
• Identify firmware issues on relays and diagnose with testing
• Maintain professional demeanor and interact at all levels of customer organization

Required Qualifications:

• Associate's degree from an accredited college or university or equivalent experience
• Minimum of 1 year of relevant experience
• Ability and willingness to travel up to 25% of the time

Desired Characteristics:

• Minimum 2 years of experience in power system protection and control
• Conveys an understanding of industrial and utility protection, control and communications applications.
• Flexible to work on-call, after hours support or modified hours of work to support customer.
• Experience using GE Multilin Protection and Control products
• Power system automation and communication expertise
• Protection and control testing experience using secondary injection methods
• Ability to perform post fault power system fault analysis and recommend settings or application modifications
• Hands on expertise in configuring and troubleshooting protection and control systems
• Experience configuring and troubleshooting 61850 based protection systems
• Demonstrates practical experience with protective relay settings, features and network communications
• Work efficiently without direct supervision
• Strong problem-solving skills
• Flexible and adaptable; open to change and modification of tasks

Additional Information

#LI-Remote - This is a remote position