Customer Support Engineer/SCADA Security

2 weeks ago

Sydney, New South Wales, Australia CareCone Group Full time $120,000 - $150,000 per year

Position- Customer Support Engineer

Exp- 5+yrs

Skill-
SCADA Security

Job Type- Permanent

Location- Sydney

JD-

· The Customer Support Engineer will be responsible for meeting business objectives by developing practical and

· innovative ways to identify and meet goals, coordinating with cross functional teams and driving closure on customer issues raised on GE e-terra products

· Responsible for addressing customer issues and concerns with ADMS S3 (e-terra DMS) or AEMS Platform (e-terra EMS)

· Generic Managerial Skills, If any

· Ensure customers' success by fostering a balanced relationship that benefits both 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 customer 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 necessary information 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

Interested candidates can share their updated resumes on
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