Lead Engineer - Customer Technical Support (Hardware)

Job Description SummaryCustomer Technical Support (Hardware) engineers in the Global Applications & Support team specialize in Grid Automation (GA) and have the primary mission of advanced (Level 3) product support to GA Regions. The role is expected to demonstrate technical leadership, team-work capability, and the ability to keep up with evolving hardware/firmware technologies in the grid automation domain. Customer interactions are integral to the role, as a domain expert representing the Product Line. Customer Support engineers should be adaptable to the very dynamic work environment of the team.

Job Description

Roles and Responsibilities

• Level 3 (advanced) technical support on assigned product platforms, covering both post-sales and pre-sales tasks.  
• Resolve customer complaints (LSN/ACT) on products and prepare necessary customer communication such as Customer Technical Reports.
• Lead Customer meetings and/or Site visits to gather evidence or troubleshoot site issues.  
• Create test setups and conduct tests specific to issue resolution, workarounds, or Root Cause Analysis.
• Drive hardware defect investigations to conclusion and develop permanent solutions in collaboration with R&D or other relevant teams.
• Write internal reports covering defect investigations such as 8D.
• Write Customer Technical Reports following the standard format and guidance.
• Cooperate with Repairs team in complex investigations.
• Open and monitor non-conformities tickets on product issues as necessary and support Containment/Corrective Actions.
• Interface with various Quality teams (Regional quality, Manufacturing quality, Supplier quality etc.) as necessary.
• Collaborate with R&D: Align investigation findings with future design enhancements to GA products.
• Performing all activities, especially in Laboratory areas, in compliance with the Environmental, Health and Safety (EHS) guidelines.

Required Qualifications

• Bachelor's Degree in Engineering (Electrical Engineering, Electronics & Communications or closely related discipline).
• 7+ years of experience with protection devices, embedded systems, or electronics hardware used in electrical networks
• Ability and willingness to travel (globally) up to 20% of time.

Desired Characteristics

• Knowledge of and experience with state-of-the-art tools and techniques for testing, troubleshooting, and analyzing numerical relay hardware.
• Fluent in English. Other languages may be valued.
• Excellent oral and written communication skills.
• Team worker.
• Lead initiatives of moderate scope and impact.
• Ability to manage multiple customer support activities simultaneously.
• Effective problem identification and solution skills.
• Flexibility and capability to adapt to different business needs in the job.

For candidates applying to a Canadian-based position, the pay range for this position is between $110,500 - 160,500 CAD. 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 Information