Job Description SummaryCustomer 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

Essential 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 ActionsInterface with various Quality teams (Regional quality, Manufacturing quality, Supplier quality etc.) as necessaryCollaborate 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)Minimum of 10 years of experience with protection devices / embedded systems used in electrical networksAbility and willingness to travel (globally) up to 20% of timeHave legal authorization to work in Canada and be aware that any offer of employment is conditioned upon the successful completion of a pre-employment verification

Desired Characteristics

Knowledge of and experience with state-of-the-art tools and techniques for testing, troubleshooting and analyzing numerical relay hardwareFluent 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.

The salary range for this position is 110 600,00 - 138 200,00 CAD Annual. The specific salary offered to a candidate may be influenced by a variety of factors including the candidate’s experience, their education, and the work location. In addition, this position is eligible for a performance bonus. 110 600,00 - 138 200,00 - 165 800,00 CAD Annual.

Additional Information

Relocation Assistance Provided: No