Lead Engineer - Technical Support

Job Description Summary

Post Sales support of customer issue. This can include repairs (both returns and field), technical support or a field service or other service request Impacts departmental operations and responsible for planning/execution. The role has some autonomy but is focused on execution of activities within an operating discipline covered by standard functional practices and procedures. Some judgment may be required but this is typically with guidance.

Job Description

Roles and Responsibilities

• Own the resolution of post-sales technical customer issues. Level 1,2,3 Technical Support - Resolves post sales Technical Issues. As the technical depth required to resolve an issue increases, the "level" of skill set increases. For some products 1 individual may handle levels 1,2 and 3 while for other products these may be separate individuals with increasing skill sets.
• Developing in-depth knowledge of a technical discipline. Uses prior experience and acquired technical expertise to execute policy/strategy.
• In-depth understanding of key business drivers; uses this understanding to accomplish own work. In-depth understanding of how work of own team integrates with other teams and contributes to the area.
• Uses some level of judgment and has ability to propose different solutions outside of set parameters but with guidance. Uses prior experience and on-the-job training to solve straightforward tasks. Has access to technical skills and analytic thinking required to solve problems. May use multiple internal sources outside of own team to arrive at decisions.
• A job at this level is likely to be an individual contributor with proven interpersonal skills or an early people leader who can hire and develop talent. Provides informal guidance to new team members
• Part of the job may also include task related to Electrical consulting activites such as electrical studies, relay configurations, training to customers etc.

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• This role requires advanced experience in the Services & Technical Support. Knowledge level is comparable to a Bachelor's degree from an accredited university or college ( or a high school diploma with relevant experience) like degrees in Electrical Engineering or similar.

• Strong oral and written communication skills. Demonstrated ability to analyze and resolve problems. Ability to document, plan, market, and execute programs. Established project management skills.
• Strong communication skills for managing client interactions
• Deep Knowledge of protection relays (any GE protection relays).
• Deep knowledge in Micom portfolio relays.