Provides 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.
Responsible for departmental operations planning/execution or is focused on execution of professional activities within a technical discipline. Functions with some autonomy but guided by established policies or review of end results.
The job allows modification of procedures and practices covering work as long as the end results meet standards of acceptability (quality, volume, timeliness etc.).
Roles and Responsibilities
Provides account management for Premier Support and Escalated accounts. Has primary ownership to develop and drive action plans to accelerate issue resolution, maintain customer communication, and advocate for the customer to ensure successful implementation and operation of GE Digital software solutions. May be utilised directly on support cases where relevant. Experience managing enterprise customers in Advanced Energy Management Systems (AEMS).
Developing specialised knowledge in their discipline. Serves as best practice/quality resource. Has awareness of latest technical developments in own area. Contributes towards strategy and policy development and ensure delivery within area of responsibility.
Has knowledge of best practices and how own area integrates with others; is aware of the competition and the factors that differentiate them in the market
Uses judgment to make decisions or solve moderately complex tasks or problems in areas of operational/product management, manufacturing, technology or engineering. Takes new perspective on existing solutions. Uses technical experience and expertise for data analysis to support recommendations. Uses multiple internal and limited external sources outside of own function to arrive at decisions.
Acts as a resource for colleagues with less experience. May lead small projects or support contracts. Explains difficult or sensitive information; works to build consensus. Developing persuasion skills required to influence others on topics within field.
Required Qualifications
Bachelors in Electrical Engineering / Computer Science
Desired Characteristics
Strong oral and written communication skills. Demonstrated ability to analyze and resolve problems.
Demonstrated ability to analyze and resolve problems. Demonstrated ability to lead programs / projects. Ability to document, plan, market, and execute programs. Established project management skills.
Technical experience supporting or delivering Energy Utility Control Systems EMS/DMS
Technical Experience of IT software support including Linux and Windows
In-depth expertise in Energy Utility Control Systems (EMS/DMS) products is required
Relocation Assistance Provided: No
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