Lead Engineer Customer Technical Support Hardware
Lead Engineer Customer Technical Support Hardware
Posted on :
23-04-2025
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1 Vacancy
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Job Description
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 teamwork 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. #LIML2Job Description
Essential Responsibilities
- Level 3 (advanced) technical support on assigned product platforms covering both postsales and presales 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 nonconformities 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
- Bachelors 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 preemployment verification
Desired Characteristics
- Knowledge of and experience with stateoftheart 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.
Additional Information
Relocation Assistance Provided: No
Employment Type
Full-Time
Key Skills
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