Digital Customer Support Engineer (German speaker)

At 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. It’s about making infrastructure more intelligent and advancing the industries critical to the world we live in.

At GE, we believe it’s about the future of industry—energy, healthcare, transportation, manufacturing. It’s 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 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:

You’ll 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.

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 resolution
• Interpret customer needs, assess impact on the customer and prioritise accordingly
• Accurately record and document case activity in a web based issue resolution tool
• Diligently monitor case metrics as an indicator of performance, on time delivery of milestones, backlog and SLA span for support issues; utilization and productivity
• Encourage customer feedback and escalate major, elusive or recurrent issues that affect customer satisfaction
• Provide feedback to development and quality teams and participate in Quality Audits, as necessary
• Perform on-site/remote customer support when required
• Good knowledge of, and adherence to, company internal systems and processes. Total commitment to integrity
• Participate 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 shadowing
• Help 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 transfer
• Participation in regional rota to deliver out of hours service

Essential requirements:

• Bachelor of Science degree in Information Systems, Information Technology, Computer Science, or Engineering or other degree with relevant experience or equivalent level of experience
• Fluent in German and English
• Good customer facing skills, managing interactions to establish credibility and trust
• Able to develop and execute against a delivery plan
• Good presentation and communication skills
• Able to prioritise and multi-task as well as to work as part of a regional team
• Experience with technologies related to the Smallworld product suite, e.g. Java, web technologies, Kubernetes , Websphere, major database systems

Desired Characteristics:

• Able to work as part of a team
• External focus - creates processes with customer viewpoint and impact in mind and goes above and beyond to ensure customer satisfaction
• Experience of the telecoms, electricity or other utility domains
• Experience of Citrix, VMware, Cloud & containerization (eg K8) technology
• IT expertise – hardware specifications, troubleshooting, file-systems etc.
• DevOps and agile methodology awareness
• A GIS/geospatial background is advantageous, prior involvement with Smallworld GIS products and Magik language is particularly sought after
• Database Administration skills (e.g., Oracle, SQL Server)
• Awareness of established best practice service methodologies such as ITIL and Prince2

Some of the Benefits we are offering:

Strong induction process (a dedicated 1-month ramp-up period).
An open communication culture in a friendly environment and with supportive teammates
Strong focus and real opportunities for Career Development (including LinkedIn Learning subscription and full access to GE’s learning knowledge base).
Flexible working hours and a well-defined work-from-home policy.
Annual, performance-based, salary review; Impact awards for outstanding performance. Increased number of vacation days, according to your work-experience, as well as Additional days off (such as March 8th, 3rd Easter day).
Private Medical Insurance for you (can also be extended for family members).
Vacation bonus with an annual payout.
Attractive financial compensations for roles involving external travels and on-site missions.
Fully customized development and training programs all throughout the year.
Multiple subscriptions, discounts and vouchers available (such as Bookster subscription, Corporate discount to fitness services, Gift vouchers for Christmas and Easter holiday, Daily meal vouchers)
Wellbeing program with multiple events focused on a healthy lifestyle, free apps to support your healthy habits and free employee assistance program, provided by specialized counselors.
Benefits for children (special occasions gifts, vouchers and events).
Free underground parking space for those who want to work from the office: one of the best locations in town: Aviatorilor 8 office building, in Victoriei square;

GE is committed to taking on the world’s toughest challenges. In order to fulfill that promise we rely on a culture of leadership, diversity and inclusiveness. We aim to employ the world´s brightest minds to help us create a limitless source of ideas and opportunities. We believe in hiring talented people of varied backgrounds, experiences and styles... people like you.