Spécialiste Soutien Technique – Surveillance et Diagnostics/Lead Monitoring & DiagnosticsTechnical Support Specialist
Vous serez responsable de la relation technique avec les clients et de la gestion complète des demandes de service, de leur création jusqu’à leur résolution satisfaisante.
_________
Lead Technical Support Specialist is highly technical, customer focused and self-motivated in providing technical support for GE Vernova customers.
You will own the technical relationship with customers and be responsible for all activities of the case request from request creation to successful conclusion. #LI-ML2Job Description
Spécialiste Principal(e) Ssoutien Technique – Surveillance & Diagnostics
Responsabilités Essentielles- Fournir quotidiennement un soutien technique continu et assurer la gestion des dossiers par téléphone, courriel et autres moyens de communication.
- Enquêter sur les problèmes techniques, reproduire les anomalies lorsque nécessaire et collaborer avec les équipes de produits afin de résoudre les problèmes des clients dans les meilleurs délais et de manière positive.
- Formuler des recommandations concernant les réparations, les mises à niveau et le remplacement de pièces.
- Maintenir des dossiers précis dans les outils de gestion de la qualité, de gestion de la relation client (CRM) et de planification des ressources de l’entreprise (ERP) tels que Salesforce.com, ServiceMax, SAP, etc.
- Identifier les besoins de formation et prendre en charge son propre développement professionnel ainsi que la formation d’autres membres de l’équipe.
- Assurer le suivi et la production de rapports sur les dossiers escaladés par l’intermédiaire du processus de non-conformité GA (ACT).
- Préparer la documentation et maintenir à jour la base de connaissances contenant les conseils techniques et les solutions apportées aux problèmes techniques.
- Tenir à jour le statut des dossiers et les rapports sur les cas critiques concernant les incidents ouverts de niveau de soutien 1 et 2.
- Assumer la responsabilité complète du suivi et de la résolution des dossiers de niveau 3 et 4, qu’ils soient pris en charge par l’équipe locale ou par les équipes de produits.
- Participer aux réunions des équipes de produits afin de présenter l’état des dossiers ouverts, fournir des mises à jour et favoriser leur résolution.
- Planifier, animer et préparer des résumés de dossiers clients ainsi que des rapports de performance (indicateurs et métriques) destinés aux revues périodiques avec les clients.
- Diplôme en ingénierie, diplôme de technologue ou expérience professionnelle pertinente équivalente.
- Minimum de 5 années d’expérience dans l’industrie et de 5 années dans un domaine connexe, notamment en surveillance et diagnostic (Monitoring & Diagnostics).
- Excellente connaissance des dispositifs de surveillance et de diagnostic de GE Vernova.
- Esprit innovant et capacité à configurer des équipements afin de reproduire les problèmes signalés par les clients.
- Disponibilité pour assurer une permanence (garde), offrir du soutien en dehors des heures normales de travail ou adapter son horaire afin de répondre aux besoins spécifiques des clients.
Caractéristiques désirées
- Excellentes compétences en communication écrite et verbale.
- Grande capacité d’apprentissage et aptitude à acquérir rapidement une connaissance approfondie des produits.
- La maîtrise d’une deuxième langue constitue un atout.
- Expérience dans la résolution de problèmes techniques complexes en collaboration avec des équipes multidisciplinaires.
- Esprit d’initiative, excellentes capacités d’analyse, de résolution de problèmes et de gestion du temps.
- Capacité à mobiliser des équipes multidisciplinaires et à établir un consensus afin d’obtenir des résultats positifs.
- Aptitude à établir les priorités et à gérer efficacement plusieurs dossiers simultanément tout en respectant les échéances.
- Orientation vers les résultats et excellente capacité à travailler sous pression avec les clients et les employés à tous les niveaux de l’organisation.
- Capacité à communiquer clairement les problèmes des clients, à les prioriser et à proposer des solutions adaptées.
Pour les candidats postulant à un poste basé au Canada, l’échelle salariale pour ce poste se situe entre 89 300,00 $ et 139 300,00 $ USD annuellement. Le salaire offert peut varier en fonction de plusieurs facteurs, notamment l’expérience, la formation et les compétences du candidat.
Éligibilité au bonus : bonus annuel discrétionnaire.
Cet affichage concerne un poste actuellement vacant.
----------------------------
Lead Monitoring & DiagnosticsTechnical Support Specialist
Responsibilities:
- Provide ongoing technical support and case management daily through phone, email and other forms of communication
- Investigate technical problems, reproduce issues as required, and interface with Product Line groups to drive customer issues to closure, in a timely manner and with a positive outcome
- Provide recommendations for repairs, upgrades and part replacements
- Maintain accurate records in the quality management, customer relationship management and ERP tools (Salesforce.com, ServiceMax, SAP etc.)
- Identify training opportunities and assume ownership for self-development and training of others
- Responsible for monitoring and reporting on cases escalated through the GA Non-conformance (ACT) process
- Prepare documentation and maintain knowledge data base of technical tips and technical resolution outcomes
- Maintain a status record and update critical case report of open issues for support level tier 1 and 2 cases
- Assume ownership, follow-through and resolution responsibilities for tier 3 and 4 type cases residing with local team or with product line
- Participate in product line meetings to present, update and drive resolution for open
- Schedule, lead and prepare customer case summary and metric reports for review with customers on a regular basis
Required Qualifications:
- Engineering degree or Technologist Diploma and/or related work experience
- Minimum 5 years of industry experience and 5 years in related field - Monitoring & Diagnostics.
- Very good knowledge of the GE Vernova Monitoring and Diagnostics devices.
- Innovative thinker with the ability to set up equipment and reproduce customer reported issue
- Flexible to work on-call, after hours support or modified hours of work to support customer specific situations
Desired Characteristics
- Exceptional written/verbal communication skills
- Must be a quick learner, with the ability to develop strong product knowledge rapidly
- Ability to speak a second language is a plus
- Experience working on complex technical issues with cross-functional teams
- Self-starter with exceptional analytical/problem solving and time management skills
- Ability to build consensus of cross-functional teams to achieve a positive outcome
- Ability to prioritize and effectively handle multiple assignments while consistently meeting deadlines
- Results-oriented problem solver with the ability to work well under pressure with customers and all levels of staff
For candidates applying to a Canadian-based position, the pay range for this position is between $89,300 and $139,300 USD annually. The specific pay offered may be influenced by a variety of factors, including the candidate's experience, education, and skill set.
Bonus eligibility: discretionary annual bonus.
This posting is for an existing vacancy.
Additional InformationGE Vernova offers a great work environment, professional development, challenging careers, and competitive compensation. GE Vernova is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other characteristics protected by law.
GE Vernova will only employ those who are legally authorized to work in the United States for this opening. Any offer of employment is conditioned upon the successful completion of a drug screen (as applicable).
Relocation Assistance Provided: No
For candidates applying to a U.S. based position, the pay range for this position is between $89 300,00 and $148 700,00. The Company pays a geographic differential of 110%, 120% or 130% of salary in certain areas. The specific pay offered may be influenced by a variety of factors, including the candidate’s experience, education, and skill set.
Bonus eligibility: discretionary annual bonus.
This posting is expected to remain open for at least seven days after it was posted on juin 15, 2026.
Available benefits include medical, dental, vision, and prescription drug coverage; access to Health Coach from GE Vernova, a 24/7 nurse-based resource; and access to the Employee Assistance Program, providing 24/7 confidential assessment, counseling and referral services. Retirement benefits include the GE Vernova Retirement Savings Plan, a tax-advantaged 401(k) savings opportunity with company matching contributions and company retirement contributions, as well as access to Fidelity resources and financial planning consultants. Other benefits include tuition assistance, adoption assistance, paid parental leave, disability benefits, life insurance, 12 paid holidays, and permissive time off.
GE Vernova Inc. or its affiliates (collectively or individually, “GE Vernova”) sponsor certain employee benefit plans or programs GE Vernova reserves the right to terminate, amend, suspend, replace, or modify its benefit plans and programs at any time and for any reason, in its sole discretion. No individual has a vested right to any benefit under a GE Vernova welfare benefit plan or program. This document does not create a contract of employment with any individual.
Skills Required
- Engineering degree or Technologist Diploma and/or related work experience
- Minimum 5 years of industry experience and 5 years in related field - Monitoring & Diagnostics
- Very good knowledge of the GE Vernova Monitoring and Diagnostics devices
GE Vernova Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about GE Vernova and has not been reviewed or approved by GE Vernova.
-
Retirement Support — The 401(k) plan includes company matching contributions and additional company retirement contributions, with access to Fidelity resources and financial planning consultants. Feedback suggests this structure supports long-term savings beyond a basic match.
-
Parental & Family Support — Paid parental leave is available with flexible, continuous or non-continuous usage, and is complemented by adoption resources and Work/Life Connections guidance. Maternity leave is described as extended relative to typical workplace norms.
-
Leave & Time Off Breadth — Time-off programs include 12 paid holidays, permissive time off for many salaried roles, and dedicated personal, illness, and caregiving time for U.S. new hires. Some hourly roles start with a defined PTO bank, while other roles may offer unlimited time off.
GE Vernova Insights
What We Do
GE Vernova is a planned purpose-built company on a mission to electrify the planet while simultaneously working to decarbonize it. If we want our energy future to be different…we must be different. Our mission is embedded in our name. We retain our treasured legacy, “GE,” in our name as an enduring and hard-earned badge of quality and ingenuity. “Ver” / “verde” signal Earth’s verdant and lush ecosystems. “Nova,” from the Latin “novus,” nods to a new, innovative era of lower carbon energy that GE Vernova will help deliver. GE Vernova brings together GE’s portfolio of energy businesses including Power, Wind, Electrification and Digital businesses. With focus, GE Vernova is accelerating the path to more reliable, affordable, and sustainable energy, while helping our customers power economies and deliver the electricity that is vital to health, safety, security, and improved quality of life. Together, we have The Energy to Change the World.
Why Work With Us
Join our team, to evolve and grow, surrounded by some of the brightest minds in the industry who help you get better every day. You’ll get the chance to rewrite the rules, work on cutting-edge technology, and be part of a global team for positive change.
Gallery
