Customer Application Engineering - COE Support

Job Description SummaryBecome part of a winning team and help to deliver the Green Energy transition.
Protection application engineers in the Global Customer Support team are engineers specialized in grid automation, and are fully engaged in
the primary function of the Applications & Support team, namely the Level 3 (L3) technical support to GA Sales / Business Development
teams, Product Management and Products R&D.
The role is expected to demonstrate technical leadership, teamwork capability and the ability to keep up with evolving technologies in the grid
automation domain, versatile in adapting new product platforms and mentor the junior members of the team and other colleagues. #LI-ML2
In this role, you will utilize your experience or expertise to solve problems, develop and execute team and self-objectives, and possess the
ability to effect short-term and some long-term business goals. Customer interactions are integral to the role, as a domain expert
representing the Product Line.

Job Description

Main Responsibilities

• L3 technical support on assigned product platforms, covering both pre-sales and post-sales tasks. Proactively develop team expertise on other Products platforms.  
• This role covers mainly products from Stafford, Bilbao, Markham, which currently include P40, P40A, P40AE, 650, 3 Series, MM, UR, 8 series and legacy products.
• Design and tune protection applications for complex schemes; develop Application Notes, articles and guidance notes to drive product sales and facilitate GA project delivery.
• Resolve customer complaints on products and prepare necessary customer communication such as 8D and engineering reports, accountable for resolving most critical cases as maloperations.
• Site visits as necessary for gathering evidence for analysis, troubleshooting or customer meetings.  
• Provide product / applications training on new products and product evolutions; develop and update training modules as necessary. 
• Customer training responsibility in selected cases.
• Train the trainers from regions. Lead or contribute to customer events such as regional roadshows or seminars, in-depth training, pilot projects involving new technology.
• Collaboration with R&D: contribute to product roadmap as required, e.g. validation of new products and product evolutions.
• Maintain broad awareness of GA Product efforts to assure technical quality excellence, timely completion of work and reviews, appropriate use of resources, and responsiveness to customer needs.
• Participate in industry committees and influence evolution of strategic technologies
• Work in close collaboration with a multi-site team of experts
• Collaborative working with other departments and teams in multiple sites.

Required Qualifications

• Engineering degree (Electrical Engineering, Electronics & Communications or closely related discipline).
• In-depth understanding of protection relay applications in transmission, distribution and industrial domains.
• Extensive experience with numerical protection devices.
• 8-10 experience years in power system protection, or advanced degree qualification, in lieu of less experience.
• Fluent in English; an additional language will be a plus.
• Ability to travel (globally) up to 25% of time
• Eligibility to work in Canada. Offer conditional to a successfully background check.

Desired Characteristics

• Excellent oral and written communication skills.
• Exceptional interpersonal and leadership skills.
• Ability to work in small teams.
• Lead initiatives of moderate scope and impact.
• Ability to work in several projects simultaneously.
• Effective problem identification and solution skills.
• Proven analytical and organizational ability.

Additional Information