Senior Technical Support Engineer

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This Position reports to:

Your Role and Responsibilities

In this role you will have the opportunity to provide technical assistance to internal and external customers ensuring timely and cost-effective support in line with standard processes and guidelines. Each day you will handle complex technical support cases while contributing to customer satisfaction by executing support work according to expectations.

The work model for the role is: #LI-Onsite

This role contributes to Process Automation in Energy Industries under Excitation Systems. The main stakeholders are both internal and external.

You will be mainly accountable for:

• Providing end-to-end technical support for excitation systems including installation configuration operation and maintenance.

• Diagnosing and troubleshooting hardware software and field issues and supporting commissioning and system integration at customer sites.

• Conducting root cause analysis implementing corrective/preventive actions and ensuring compliance with safety and regulatory standards.

• Preparing and maintaining technical documentation such as user manuals troubleshooting guides and customer reports.

• Collaborating with R&D design quality and field teams to resolve complex technical challenges and improve ways of working.

• Delivering training and knowledge-sharing sessions to customers and internal teams to enhance system understanding.

• Identifying customer concerns and additional support opportunities and sharing them with the account team through local business processes.

• Analyzing technical issues through customer communication and remote asset connections across certified services and products.

Qualifications for the Role

• Bachelors degree in Electrical / Electronics Engineering (Masters preferred).

• 37 years of experience in Excitation Systems (design commissioning maintenance or support).

• Comprehensive knowledge of excitation processes synchronous machines power system stability and control concepts.

• Direct experience with excitation controllers AVR systems and related diagnostic tools.

• Proficiency in system testing problem solving and technical documentation.

• Proficient communication and interpersonal skills for effective customer interaction and cross-functional collaboration.

• Advanced analytical and problem-solving skills with attention to detail.

• Willingness to travel to customer sites as required.

The Energy Industries Division serves a wide range of industrial sectors including hydrocarbons chemicals pharmaceuticals power generation and water. With its integrated solutions that automate digitalize and electrify operations the Division is committed to supporting traditional industries in their efforts to decarbonize. The Division also supports the development integration and scaling up of new and renewable energy models. The Divisions goal is to help customers adapt and succeed in the rapidly changing global energy transition. Harnessing data machine learning and artificial intelligence (AI) the Division brings over 50 years of domain proficiency delivering solutions designed to improve energy process and production efficiency as well as reduce risk operational cost and capital cost while minimizing waste for customers from project start-up and throughout the entire plant lifecycle.

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Senior IC