Customer Support Engineer - Taiwan

仕事内容

Job Description Summary
Customer Support Engineer – Taiwan is a pivotal role for our success in Asia Pole. The talent will serve as the GE Gas Power Engineering technology steward and critical customer fronting face for all New Unit (NU) and Install Base (IB) covering Taiwan. Talent will closely work with Product Support, Monitoring & Diagnostics, Performance, Repair, Application and NPI engineering teams within the engineering community and with NU projects and Services ITR teams with a specific alignment to our Taiwan customers to enhance customer experience and overall Gas Power fleet reliability and availability. CSE-Taiwan charter is to ensure smooth NU commissioning, enhance customer experience, be the key technical point-of-contact for our Taiwanese customers and to cultivate a strong and lasting relationships with customers in Asia Pole for Taiwan. By interfacing with both the customer, GE projects and service ITR representatives, CSE will drive forward safe and reliable operations of Gas Power assets with minimal technical risk.

The position will be the single point contact for all technical concerns for HA fleet in Asia. This customer dedicated Engineer will provide technical support for installation, operation, and maintenance of Gas Power assets. CSE will be responsible for upholding GE’s product integrity by proactively identifying customer issues, investigating technical anomalies, provide technical assessments at both component and systems levels with the help of One Gas Power Engineering enterprise, and effectively communicating our technical solutions to customers. The talent is expected to drive outage productivity, Bonus/LD optimization, create extra-work opportunities and improve performance for our Gas Power assets in Taiwan, and will be measured on customer experience, customer feedbacks, HA fleet reliability and growth.

Job Description

Roles And Responsibilities

• Respond to internal and external customer requests for technical issue resolution, using technical product knowledge and analytical skills while adhering to sound engineering principles, standards, practices, procedures.
• Escalate issues as required, act as the liaison between the field, Product Support, Monitoring & Diagnostics, Performance, Repair, Application and NPI engineering teams within the engineering community to drive technical resolution, to help identify and drive corrective actions to minimize fleet risk and enhance Fleet reliability in Taiwan.
• Establish, maintain, and develop relationships to understand customer’s operational model and their technical expectations. Regular communication with multiple levels within the customer organization as well as travel to the customer sites will be beneficial to 1. Lead customer technical meetings to share technical risks identified in the fleet, fleet performance, communicate engineering recommendations and customer specific technical solutions to enhance their asset reliability and availability. 2. Provide technical support during unplanned/forced outages to enhance customer experience and meet their availability goals;
• Provide New Unit and Service ITR teams with technical support for sales and proposal activities, in collaboration with the Application Engineers and Sales Account Leaders.
• Be actively engaged in outage planning/execution and support outage productivity improvements.
• Work closely with Monitoring and Diagnostic team to analyze plant operations, identify, and drive improvements to their asset performance.
• Program management, root cause analysis activities for product technical issues. Interface with M&D, Product-Line, System and Design Engineering teams. Provide technical leadership to personnel supporting the project or assigned to resolve technical issues.
• Prepare technical presentations for GE Leaders and our Taiwan Gas Power customers to ensure proactive and timely communication of significant issues or ones that are brewing.
• Provide engineering leadership and technical guidance for all new unit installations during the commissioning phase to meet safety, quality, and timeliness goals
  

Required Qualifications

• 10+ years of experience in the Gas Power Energy Sector;
• 5+ years of experience with Power Plant engineering, field service, customer support, or operations & maintenance preferably HA;
• Able to lead Lean transformation;
• Excellent communication/presentation skills;
• Fluent written and spoken skills in English and Mandarin.
  

Desired Characteristics

• Anticipates customer needs and ensures that they are met;
• Measures processes and performance through customer’s eyes, be the customer voice and be ready to challenge status-co;
• Communicates messages clearly and concisely in both verbal and written form;
• Self-directed with demonstrated analytical approach to problem solving;
• Demonstrated history of meeting aggressive deadlines and holding others accountable to meeting commitments;
• Able to quickly identify the critical few priorities and develop action plans;
• Manage multiple projects simultaneously and proactively update stakeholders;
• Encourages input from all members of the team;
• Displays good interpersonal skills - is accessible and approachable;
• Builds loyalty and commitment.

Additional Information

Relocation Assistance Provided:No