Lead Engineer - Customer Technical Support (Hardware)

Job Description Summary

Customer 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. #LI-ML2

Job Description

Essential 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.

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• Bachelor's Degree in Engineering (Electrical Engineering, Electronics & Communications or closely related discipline)
• Minimum of 10 years of experience with protection devices / embedded systems used in electrical networks
• Ability and willingness to travel (globally) up to 20% of time
• Have legal authorization to work in Canada and be aware that any offer of employment is conditioned upon the successful completion of a pre-employment verification

• 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.