About the Role
As a Technical Support Engineer, you will play a key role in supporting customers worldwide, covering a variety of products, including transformer monitoring, GIS monitoring, Grid Monitoring, and Circuit Breaker Monitoring for both pre-sales and post-sales. You will serve as a technical expert, collaborating closely with the Engineering department to address technical issues and with the Field Service department to guide troubleshooting and onsite interventions, ensuring the highest level of customer satisfaction. Organizing both internal and external training sessions for customers is also part of your role. The ideal candidate is a result-driven, self-reliant professional with a strong technical background in monitoring high voltage assets and their integration, specifically with Transformers, Grid, GIS, and Circuit Breakers.
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Working experience with monitoring solutions is highly valued, particularly with Online DGA, QTMS, QPDM, QBCM, and GRID monitoring solutions like BEN600 and IDM+. Knowledge of SCADA communication and IEC61850 protocols will be beneficial for integration of different systems.
Responsibilities
- Diagnose and troubleshoot both internal (i.e. Field Engineers) and external customer technical issues for various Monitoring devices:
- Transformer monitoring: Online DGA (TM1, TM3, TM8, DGA150), QTMS, Bushing Monitoring (QTMS-BM), and ITM509, QPDM
- Grid monitoring: IDM+, BEN 6000
- GIS monitoring: QPDM Gen3
- Circuit Breaker monitoring: QBCM
- Research and identify solutions for software and hardware issues
- Provide remote support for installation, commissioning, maintenance, and repairs
- Organize high-quality training for both internal teams and external customers
- Troubleshoot communication protocols and provide online support for configuring and integrating SCADA systems using Modbus, DNP3, and IEC61850
- Ask targeted questions to customers to quickly identify the root of problems
- Guide clients through a sequence of actions, via phone, email, remote connection, or chat, to resolve technical issues
- Track issues through to resolution, adhering to agreed time limits
- Provide post-sales assistance for CBM projects
- Offer prompt and accurate feedback to customers
- Escalate unresolved issues to appropriate internal teams (e.g., Engineering, Quality)
- Log all issues accurately in SalesForce
- Prioritize and manage multiple open issues simultaneously
- Follow up with clients to ensure their systems are fully functional after troubleshooting
- Prepare accurate and timely reports
- Document technical knowledge in note form
- Maintain strong professional relationships with clients
- Conduct internal and external practical customer training
- Travel to support the Field Service Organization
Qualifications
- Relevant experience in technical support or related fields such as field service or R&D
- Specific knowledge of the products listed above is preferred
- Bachelor’s Degree in Electronic Engineering or a relevant field of study is preferred
- Experience in customer support, field service, or relevant technical roles
- Strong analytical and problem-solving skills with a proven ability to troubleshoot and provide practical solutions to complex issues
- Excellent communication skills, both verbal and written; capable of conveying technical ideas clearly and simply to customers at varying levels of understanding
- Ability to understand and interpret detailed engineering documents, drawings, and wiring diagrams.
