The Customer Support Solutions Lead Engineer provides support to Grid Automation (GA) regional units to design, promote, and execute a differentiated offer and solve after-sales issues for all GA Solutions portfolio in Transmission, Distribution, and Industry segments. He/She collaborates with the Regions, Global Supply Chain, Quality, Product Management, and R&D teams as required to solve customer requests and define best practices for 1st class customer support.
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Essential Responsibilities
The Customer Support Solutions Engineer is responsible for supporting GA (Grid Automation) regions on the following topics:
- Design of solutions for Substation control, Protection, and Monitoring for innovative projects, identifying the conformity of standard solutions with customer requirements, and possible specific developments and customization of the product portfolio.
- Design of demonstrators (Proof of Concept) for qualification purposes, promotion, or within the execution of customer projects.
- Differentiate the GA (Grid Automation) offer and bring the most attractive offerings to customer needs in terms of total cost of ownership, flexibility, performances, and life cycle management.
- Define engineering strategy for the design of the system architecture regarding interfaces with primary equipment, communication with IEDs and SCADA, arrangement and setting of the physical and logical communication network, redundancies of all critical features, and optimization of system functions for protection, control, maintenance, and data modeling.
- Audit project basic and detailed designs from regional teams on critical projects at global or regional levels, auditing architectures, databases, validation plans, etc.
- Consolidation of application libraries with customer use cases and design templates to be shared with GA (Grid Automation) Sales, Tendering, Operations, and GA partners in the regions.
- Coaching and expertise development of the regional teams to deliver innovative projects fitting with customer expectations.
- Conduct site investigations and lead taskforces on strategic projects.
Qualifications/Requirements
- Bachelor’s degree from an accredited university or college and/or equivalent knowledge/experience in Electrical Engineering.
- Very strong experience in leading technical project execution in grid automation portfolios.
- Good knowledge of Power Systems and Substation Control.
- Excellent written/oral communication and interpersonal skills, customer focused.
- Strong experience with computer technology, protection, and control system design, validation, commissioning, cybersecurity, communication protocols (IEC61850, IEC 103, Modbus, DNP3.0, TCP/IP, Ethernet).
- Strong analytical skills with the ability to identify and explain critical issues.
- Ability to handle multiple projects simultaneously within stringent time constraints, requiring discretion and independent judgment, and maintaining a good working relationship with all co-workers, stakeholders, and clients.
- Willingness and ability to travel 25% of the time.
- English (written/spoken) mandatory for the position.
- The legal right to work in KSA without company sponsorship or time restriction.
Desired Characteristics
- Good knowledge of Protection Applications for Transmission, Generation, and Industry segments.
- Familiarity with product Quality metrics, MTBF, FMEA/HAZOP, cybersecurity, and functional safety.
