The Grid Automation Customer Support Center of Excellence (CoE) is responsible for the overall after-sales support process and function at Grid Automation level. The Customer Support Solutions Lead Engineer provides support to Grid Automation regional units to design, promote, and execute a differentiated offer while resolving after-sales issues for all GA Solutions portfolio in Transmission, Distribution, and Industry segments. They will collaborate with various teams to solve customer requests and define best practices for top-tier customer support.
Ready to apply for roles like this?
Unlock the company name and direct application link. Subscribers get instant access to fresh jobs across Dubai, Abu Dhabi and Riyadh, many with visa support.
Unlock employer & apply directly
Essential Responsibilities
The Customer Support Solutions Lead Engineer is responsible for supporting GA regions on the following topics:
- Design of solutions for Substation control, Protection, and Monitoring for innovative projects, including assessment of conformity with customer requirements and customization of the SA product portfolio.
- Develop demonstrators (Proof of Concept) for qualification and promotion within customer projects.
- Differentiate the GA (Grid Automation) offer to meet customer needs regarding total cost of ownership, flexibility, performance, and life cycle management.
- Define engineering strategy for system architecture design, including interfaces, communication protocols, and optimization of system functions.
- Audit project designs, databases, and validation plans from regional teams for critical projects at both global and regional levels.
- Consolidate application libraries with customer use cases and design templates to support GA Sales and Operations.
- Provide coaching and expertise development to regional teams for innovative projects that align with customer expectations.
Qualifications/Requirements
- Bachelor’s degree in Electrical Engineering or equivalent knowledge/experience.
- Strong experience leading technical project execution in grid automation portfolios.
- Good knowledge of Power Systems and Substation Control.
- Excellent written/oral communication skills, customer-focused approach.
- Strong experience with protection and control system design, cyber security, and communication protocols (IEC61850, Modbus, DNP3, TCP/IP, Ethernet).
- Strong analytical skills and ability to handle multiple projects simultaneously under time constraints.
- Willingness to travel 25% of the time and proficiency in English (written/spoken).
- Legal right to work in KSA without company sponsorship.
Desired Characteristics
- Familiarity with Protection Applications for Transmission, Generation, and Industries.
- Knowledge of product Quality metrics, MTBF, FMEA/HAZOP, cybersecurity, and functional safety.
