EMS Support Engineer

• Expertise in troubleshooting, analyzing and solving GE e-terra, Habitat UI and DMS and related products.
• Experience in modelling various electrical devices
• Able to troubleshoot issues using a variety of tools.
• Able to diagnose and solve intermediate to advanced issues using a variety of troubleshooting methods
• Knowledge of both Transmission and Distribution electrical grids.
• Familiarity with User Interface, SCADA and Modeling tools.
• Direct experience installing, maintaining or supporting GE e-terra EMS products
• Knowledge of NERC CIP Standards.
• Working knowledge of TCP/IP protocols, IP addressing, routing, LAN, DNS, Active Directory, firewalls

Roles & Responsibilities

Ensure customers' success by fostering a balanced relationship that benefits both GE and the customer

with the goal of producing the highest level of customer support and satisfaction. In this role, you will:

Take a leadership role in strategizing with internal staff and customers to solve and prevent re-occurrence of issues.

Engage with customers on day to day issues; organize customer calls to facilitate implementation of solutions

while adhering to change control, compliance protocols. Ensure solution does solve the customer's issue.

Mentors staff in troubleshooting and analysis methods

Knowledge transfer write user/technical documentation and case notes. Act as a technical resource for staff

Primary contributor to Knowledge Base system for customer specific issues that will benefit the greater

customer and support team

Analyze and troubleshoot issues involving all aspects of GE solutions, including but not limited to user interface,

network and communication connectivity and performance, interoperability, data collection/storage, visualization, analytics,

associated control systems and interfaces to enterprise systems.

Own and manage personal caseload and perform case follow-up.

Troubleshoot and identify product problems for presentation to engineering for resolution or disseminates appropriate

information necessary to correct issues.

Adhere to all Quality processes. Ability to be part of an on-call rotation for after business hour customer calls.

Ability to travel to customer sites.