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 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. Required Qualifications Bachelor's Degree in Engineering (Electrical Engineering, Electronics & Communications or closely related discipline). 7+ years of experience with protection devices, embedded systems, or electronics hardware used in electrical networks Ability and willingness to travel (globally) up to 20% of time. Desired Characteristics 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. For candidates applying to a Canadian-based position, the pay range for this position is between $110,500 - 160,500 CAD. The specific pay offered may be influenced by a variety of factors, including the candidate’s experience, education, and skill set. Bonus eligibility: discretionary annual bonus. This posting is for an existing vacancy. Additional Information Relocation Assistance Provided: Yes