About the Role
As a Technical Support Engineer, you will play a key role in supporting customers worldwide, covering the majority of monitoring products including transformer monitoring, GIS monitoring, grid monitoring, and circuit breaker monitoring for both pre-sales and post-sales. Being a technical expert, you will collaborate closely with the Engineering department to address technical issues and guide the Field Service department in troubleshooting and onsite intervention to ensure customer satisfaction. Organizing training sessions both internally and externally will also be part of your responsibilities. The ideal candidate is a results-driven, self-reliant professional with a strong technical background in monitoring high voltage assets and their integration, encompassing transformers, grids, GIS, and circuit breakers.
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Experience with Qualitrol monitoring solutions will be highly valued, particularly with Online DGA, QTMS, QPDM, QBCM, as well as grid monitoring solutions such as BEN600 and IDM+. Integration knowledge of different systems, including SCADA communication and IEC61850 protocols, will be advantageous.
Responsibilities
- Diagnose and troubleshoot both internal (i.e., Field Engineers) and external customer technical issues for various monitoring devices, including:
- Transformer monitoring:
- Online DGA (TM1, TM3, TM8, DGA150)
- QTMS, Bushing Monitoring (QTMS-BM), and ITM509
- QPDM
- Grid monitoring:
- GIS monitoring:
- Circuit Breaker monitoring:
- Research and identify solutions to software and hardware issues.
- Provide remote support for installation, commissioning, maintenance, and repairs.
- Organize high-quality training for both internal departments and external customers.
- Troubleshoot communication protocols and provide online support for configuring and integrating SCADA systems using Modbus, DNP3, and IEC61850.
- Guide customers through a series of actions, either via phone, email, remote connection, or chat, until their technical issues are resolved.
- Track issues through to resolution within agreed time limits.
- Offer post-sales assistance for condition-based monitoring (CBM) projects.
- Provide prompt and accurate feedback to customers.
- Properly escalate unresolved issues to appropriate internal teams (e.g., Engineering, Quality).
- Ensure all issues are properly logged in Salesforce.
- Prioritize and manage multiple open issues simultaneously.
- Follow up with clients to ensure their systems are fully functional post-troubleshooting.
- Prepare accurate and timely reports.
- Document technical knowledge in the form of notes.
- Maintain strong, professional relationships with clients.
- Conduct practical training for customers, both internal and external.
- Travel in support of the Field Service Organization.
Qualifications
- Relevant experience in technical support or equivalent fields like field service or R&D.
- Specific knowledge of the aforementioned products is preferred.
- Bachelor’s Degree in Electronics, Electronic Engineering, or a relevant field of study is preferred.
- Experience in customer support, field service, customer experience, or relevant technical roles.
- Strong analytical and problem-solving skills with a proven ability to troubleshoot and find practical solutions to complex issues.
- Excellent communication skills, both verbal and written, with the ability to interface with customers at varying levels to explain technical ideas and concepts clearly.
- Ability to understand and interpret detailed engineering documents, drawings, and wiring diagrams.
