Job ID: R3724045 Job Description Summary As a Customer Support Engineer, you will play a vital role as the first point of contact for our valued customers in Europe. Your primary responsibility will be to deliver exceptional remote service support and ensure seamless onsite visits preparation. You will handle technical inquiries received via or phone, promptly addressing them and documenting cases, work orders, and part orders. Additionally, you will collaborate with our regional Field Service team and service partners to ensure efficient and effective solutions for our customers. We offer GE supports and encourages flexible working arrangements, where possible, and recognizes the benefits to employees of having a positive work-life balance. As a new joiner to GE Additive, we are pleased to be able to offer you the following in your benefit fund, which you then can tailor to meet your individual needs: - company pension plan, supplemental health insurance, - long service awards, invalidity and death insurance, - holiday storage and fitness subsidy. Job Description Roles and Responsibilities: - Provide remote technical support: You will assist customers by addressing their inquiries and technical challenges over the phone and through Your expertise will be crucial in promptly diagnosing and resolving issues, ensuring customer satisfaction. - Efficient case management: You will use our ServiceMax platform to document and track customer inquiries, work orders, and part orders. When onsite visits are required, you will facilitate their smooth execution by transferring relevant information to the regional Field Service team. - Collaboration with service partners: Building strong relationships with local service partners will be a key aspect of your role. You will work together to subcontract certain jobs, ensuring that our customers receive comprehensive and timely service. - Preparation of service offers: Your expertise will contribute to the preparation of service offers for spare parts and labor, ensuring accuracy and competitive pricing. - Work preparation and project management: By creating spare parts orders and verifying tool availability before shipping, you will ensure smooth service visits. You will also participate in small internal projects aimed at continuous improvement. - Escalation and collaboration: As needed, you will liaise with our Regional Technical Service team and the Global Product Service Team for second and third level escalations, demonstrating your ability to work effectively within a collaborative environment. - Timely response to critical cases: You will prioritize machine DOWN cases, ensuring rapid response and minimizing turnaround time to maximize customer satisfaction. Required Qualifications: - Bachelor's degree in Mechanical, Electrical, or Mechatronics Engineering. - Strong oral and written communication skills in both French and English. - Ability to work independently and demonstrate a proactive approach to problem-solving. - EU Work Permit - You must have legal authorization to work in the European Union. Desired Characteristics: - Master's degree in Material Science Engineering. - Experience in Design for Additive Manufacturing. - Proficiency in Process Development and Improvement methodologies. - Familiarity with Lean approaches to enhance operational efficiency.
Remote Customer Support Engineer (m/f/d) (Ingenieur/in - Elektrotechnik)Remote Customer Support Engineer (m/f/d) (Ingenieur/in - Elektrotechnik)Remote Customer Support Engineer (m/f/d) (Ingenieur/in - Elektrotechnik)