Customer Support Engineer

At Fusion Plus Solutions Inc, we believe that it’s an exceptional company - a company of people proud of the work they do and the solutions they provide. By understanding what drives our specialty industries, becoming involved in our communities on a professional and personal basis, following a disciplined process of identifying quality candidates, partnering with employers to understand their core business and their employment requirements, and delivering exceptional service, we achieve great results for all concerned. Fusion Plus is providing traditional staffing services, professional and technical staffing and management services to some of the country's leading companies with highest quality of service.

Website

https://fusionplusinc.com/

Position: Scada Engineer
Locations: Seattle, WA / Remote
Long-term Contract

Utilities : Electric grid (Transmission and Distribution), EIS Power Systems, Digital : SCADA Security

Experience : 8-10 Years

Roles & Responsibilities

• 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 GE e-terra AEMS.

Essential Skills

• Direct experience installing, maintaining or supporting GE e-terra AEMS or EMS suite or any other SCADA/EMS Software
• Familiarity with User Interface, SCADA and Modelling tools.
• Knowledge of both Transmission and Distribution electrical grids.
• Working Knowledge of ICCP, RTU, SCADA Communication Protocol (DNP3, IEC 104, IEC 61850, Modbus etc.)
  Working knowledge of Linux, Windows, Oracle and SQL.
• Working knowledge of TCP/IP protocols, IP addressing, routing, LAN, DNS, Active Directory, firewalls & switches as it applies to isolating and resolving reported issues in these areas.
  Ability to work independently with minimum direction? Knowledge of NERC CIP Standards.
• Effective communication skills. Demonstrated ability to effectively interface with customers and cross-functional teams
  Positive attitude when dealing with customers and co-workers in stressful situations.
  Strong analytical and logical reasoning skills.
• Familiarity with remote monitoring and diagnostics solutions and concepts
  Sets an example in terms of quality, consistency and level of work, as well as work ethic and approach
• 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
• Analyse 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 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

All your information will be kept confidential according to EEO guidelines.