Lead - Customer Support Specialist/Engineer

General Description:

This position reports to the Senior Vice President of Customer Service.  The Lead - Customer Support Specialist/Engineer provides technical leadership and oversight to a team of people within the Customer Support group.  This team is tasked with the ongoing support and deliverables execution of contracts with major client accounts as well as supporting the growth of participation levels within the Operational Reliability Analysis Program (ORAP®). 

Requirements:

1. Minimum of a 2 year Engineering or Technical Degree or equivalent work experience
2. Superior Communication Skills
3. The ability to take a lead role in all aspects of work scope such as; customer interface, work planning/scheduling, performing detailed work, and overseeing work of other team members
4. Previous customer service experience
5. Experience in the power generation industry and/or with gas and steam turbines is a plus
6. The ability to communicate in a foreign language is a plus

Responsibilities:

1. Provide technical leadership and support of the customer support team and perform work with respect to the following:
   1. Assuring that deliverables to assigned customers are made on time and meet SPS’ quality standards, ensuring that SPS commitments to our customers are met or exceeded
   2. Investigating, communicating, and resolving customer issues in a timely manner following SPS’ quality protocol
   3. Communicating courteously and clearly with customers by phone, in person, and via e-mail, keeping accurate records of these communications
   4. Providing help and advice to customers in the use of the organizations’ products or services
   5. Ensuring the transfer of business knowledge from others within the business
   6. Understanding of SPS internal ORAP procedures including EBS (Equipment Breakdown Structure) and IEEE 762 metrics
   7. Supporting the Account Management and Sales groups in increasing ORAP participation through technical consultation and ongoing contact with our customers

• Represent SPS in an ethical and professional manner and carry out required duties in compliance with prescribed business practices
• Commitment and adherence to SPS Q1 Quality First policy
• Perform technical presentations and product demonstrations related to customer support activities
• Review SPS proposals in response to requests from assigned OEM accounts
• Develop an understanding of the Energy market and plant equipment (e.g. gas turbines, steam turbines, electric generators, boilers, and balance of plant equipment)
• Other duties as may be assigned to meet the ongoing needs of the organization

Location: Greenville, SC or S. Charlotte, NC
Classification: Salaried Exempt
Compensation: Negotiable.
Principals only. Recruiters please don't contact this job posting.
Please, no phone calls about this job!  Send cover letter and resume to:  jobs@spsinc.com

Maintenance Specialist

General Description:

Gather and analyze plant configuration and outage information in support of engineering project activity.  Communicate with engineers, project managers, and others to support GE’s development of product and process improvement programs.

Requirements:

1. Minimum of a 2 year Engineering or Technical Degree or Equivalent Work Experience
2. Strong interpersonal and communication skills
3. Positive attitude, a high energy level, and a focus on team work
4. Demonstrate sound engineering judgment and a rigorous engineering attention to detail
5. Data analysis experience & ability to understand Gantt charts
6. Intermediate level MS Excel skill
7. Experience in physical plant operations, maintenance, and maintenance scheduling is a plus
8. Experience with gas turbine, steam turbine and/or power plant equipment is a plus
9. Ability to travel (up to 10%), including international travel

Responsibilities:

1. Compile, analyze, and prioritize outage & configuration data from multiple sources
2. Ensure submitted information is of acceptable quality to be processed into the reporting database and follow up with submitters when this is not the case
3. Analyze completed outage schedules to compare work scope and duration to plan
4. Develop an understanding of SPS standards e.g. EBS (Equip. Breakdown Structure) & IEEE 762 metrics
5. Generate a variety of outputs to support actionable projects and programs, requested by GE
6. Communicate courteously and clearly with customers by phone, fax and e-mail, keeping accurate records of all communications
7. Ensure deliverables are met in a timely fashion, meeting SPS’ stated quality standard
8. Develop an understanding of the Energy market and plant equipment
9. Provide subject matter expertise to the SPS IT organization to drive internal productivity improvement and enhanced process functionality
10. Represent SPS in an ethical and professional manner and carry out required duties in compliance with prescribed business practices
11. Commitment and adherence to SPS Q1 Quality First policy
12. Other duties as may be assigned to meet the ongoing needs of the organization..

Location: Greenville, SC
Classification: Salaried Non-Exempt
Compensation: Negotiable.
Principals only. Recruiters please don't contact this job posting.
Please, no phone calls about this job!  Send cover letter and resume to:  jobs@spsinc.com

Data Analyst

General Description:

Review and assess a range of reports from field service and repair shops to determine configuration, operations, part disposition, and part condition. Communicate with data suppliers as required to ensure the highest possible data quality. Provide compilation of data to support a variety of programs, initiatives, and reports.  In addition to Data Compilation duties, support the Lead Data Compilation Specialist and DBA with: database queries in response to ad-hoc questions, metrics generation/automation, and data quality initiatives.  Perform limited software development activities under the direction of Database Administrator or Application Developer.  This position is primarily data compilation, but provides potential growth opportunity into DBA and Application Developer positions.

Requirements:

1. Minimum education: Two year degree in Information Management or related field or Equivalent Work Experience
2. Strong interpersonal and communication skills
3. Positive attitude, a high energy level, and a focus on team work
4. PC proficiency and familiarity with Adobe Acrobat, MS Word, MS Excel, MS Access, ORACLE and/or SQL Server Databases, SQL Developer or similar query tool, PL/SQL, T/SQL, SAS, or other data quality tools
5. Strong technical aptitude & acute attention to detail
6. Prior data entry or analysis experience is a plus
7. Experience with gas turbine, steam turbine, and/or power plant equipment is a plus

Responsibilities:

1. Compile, verify, and enter part transaction data from multiple sources
2. Identify and enter configuration changes
3. Create database queries in support of ad-hoc data requests, program metrics, and data quality initiatives
4. Perform software development/modifications under the direction of DBA and/or Application Developer
5. Follow up with source data providers as needed to resolve incomplete information
6. Generate a variety of outputs to support actionable projects and programs, requested by customers
7. Communicate courteously and clearly with customers by phone, fax and e-mail, keeping accurate records of all communications
8. Ensure that deliverables are met in a timely fashion, meeting SPS’ stated quality standard
9. Develop an understanding of the Energy market and plant equipment
10. Provide subject matter expertise to the SPS IT organization to drive internal productivity improvement and enhanced process functionality
11. Represent SPS in an ethical and professional manner and carry out required duties in compliance with prescribed business practices
12. Commitment and adherence to SPS Q1 Quality First policy
13. Other duties as may be assigned to meet the ongoing needs of the organization.

Location: Greenville, SC
Classification: Salaried Non-Exempt
Compensation: Negotiable.
Principals only. Recruiters please don't contact this job posting.
Please, no phone calls about this job!  Send cover letter and resume to:  jobs@spsinc.com