Lead Specialist - Customer Applications

Summary The Grid Automation (GA) Center of Excellence (CoE) is responsible for the overall after sales support process and function at GA level and the global Center of Excellence team at Product Line level, to develop best practices on Customer Support, and lead the Product Lines to achieve strategic objectives defined for GA business.

The Networks and Communications Engineer in the Level 3 Technical Support team is specialized in grid automation and is fully engaged in the primary function of the Networks and Communications Customer Support team, namely the Level 3 (L3) technical support to GA Regions, Product Management and R&D.

In this role, you will utilize your experience and expertise to solve problems, develop and execute priorities for self and the team, and possess the ability to effect short-term and some long-term business goals. Customer interactions are integral to the role, as a domain expert representing the Product Line. Networks and Communications Engineers should be adaptable to the very dynamic work environment of the team.

Essential Responsibilities

• Work safely and follow all rules and guidance related to health and safety, at all times.
• Work with PL teams on application and implementation new / evolving standards and technologies in the product roadmap
• Proficiency with presenting and demonstrating technology solutions to customers and internal teams.
• Collaborative working with other departments and teams (R&D, Regions, Product Management, Quality, Global Supply Chain).
• Level 3 (advanced) technical support on assigned product ranges, covering both pre-sales and post-sales tasks. This role covers all Networking & Measurements products and solutions as well as IED’s communication networks and protocols in Substation Protection and Control.
• Resolve customer requests and complaints (LSN/ACT) on products and prepare necessary customer communication such as Customer Technical reports (Internal and external).
• Provide product / applications training on new products and product features for Regional teams; develop and update training modules as necessary. Customer training responsibility in selected cases.
• Lead and support introduction of new technologies through customer pilots.
• Site visits as necessary for gathering evidence for analysis, troubleshooting or customer meetings.
• Fault-find and resolve complex issues in substation communication applications, both at product level and network-wide.
• Develop Application Notes and guidance articles to drive product sales and facilitate GA project delivery.
• Prepare and present technical conference papers
• Participate in industry committees and influence evolution of strategic technologies
• Lead and contribute to customer events such as regional roadshows or seminars, in-depth training, pilot projects involving new technology.
• Collaboration with Product Management and R&D: contribute to product roadmap as required, e.g. discuss requirements, validation of new products and product features.
• Lead and contribute to demanding product approvals; in some cases, assisting to perform approval tests. Customer interactions as necessary for successful outcome.
• Technical leadership in power system communications / measurements

Required Qualifications

• Minimum of 5 years in substation protection / communications, or advanced degree qualification, in lieu of less experience.
• Ability and willingness to travel (globally) up to 25% of time.
• Bachelor's Degree in Engineering (Electrical Engineering, Electronics & Communications, or closely related discipline).

Desired Characteristics

• Experience with numerical protection and control devices and Ethernet network equipment.
• Extensive expertise in communication protocols both serial and network; IEC 61850 and digital substation expertise.
• Knowledge of cyber security concepts and standards will be an advantage.
• Ability to influence others. Lead initiatives of moderate scope and impact.
• Ability to manage multiple customer support activities simultaneously using existing processes and management tools.
• In-depth understanding of substation communication applications in transmission, distribution and industrial domains.
• Effective problem identification and solution skills.
• Fluent in English; an additional language will be a plus (Spanish, French, German, etc.).
• Strong interpersonal and leadership skills.
• Strong oral and written communication skills.

Additional Information

Relocation Assistance Provided: No