Job Description Summary

Networks and Communications Engineers in the Customer Support Level 3 (global) team are Engineers specialized in communication protocols and Ethernet-based networks in the Grid Automation (GA) domain, especially focused on IEC 61850 communication and engineering.
The primary function of the Customer Support Level 3 (L3) Lead Expert is technical support to customers through the Customer Support Level 1 and Level 2 regional teams.
The key responsibility for this position will be IEC 61850 and communication protocol-related support for the PAC Products protection and control solutions, integration into automation and control systems and fault-finding of customer-reported communication issues.
In this role, you will collaborate with GA Sales/Business Development teams, Product Management and Products R&D. You will be expected to demonstrate technical leadership, teamwork capability and the ability to keep up with evolving technologies in the grid automation communication domain.

Job Description

Responsibilities and Accountabilities

§  L3 technical support on assigned product platforms, covering both pre-sales and post-sales tasks. Proactively develop team expertise on other Products platforms.  This role covers mainly products from Stafford, Bilbao, Markham, which currently include P40, P40A, P40AE, 650, MM, UR, 8 series and legacy products.

§  Investigate reported communication and network-related issues related to the range of products, with emphasis on IEC 61850 and Ethernet networks; develop Application Notes, articles and guidance notes to drive product sales and facilitate GA project delivery.

§  Resolve customer complaints (ACT) on products and prepare necessary customer communication such as Customer Technical Reports, accountable for resolving most critical cases such as communication disconnections. Site visits as necessary for gathering evidence for analysis, troubleshooting or customer meetings.  

§  Provide product / applications training on new products and product evolutions; develop and update training modules as necessary.  Customer training responsibility in selected cases. Train the trainers from regions.

§  Lead or contribute to customer events such as regional roadshows or seminars, in-depth training, pilot projects involving new technology.

§  Collaboration with R&D: contribute to product roadmap as required, e.g. validation of new products and product evolutions.

§  Maintain broad awareness of GA Product efforts to assure technical quality excellence, timely completion of work and reviews, appropriate use of resources, and responsiveness to customer needs.

§  Technical leadership in communications in power systems

o   Participate in industry working groups and conferences, and influence evolution of strategic technologies

o   Work with PL teams on application and implementation new / evolving standards and technologies in the product roadmap

§  Work in close collaboration with a multi-site team of experts

§  Proficiency with presenting and demonstrating technology solutions to customers

§  Collaborative working with other departments and teams across multiple sites.

§  Ability to travel (globally) up to 25% of time.

 

Qualifications & Experience

§  Engineering degree (Communications/Network or closely related discipline)

§  In-depth understanding of communication protocols (serial and Ethernet) and system engineering processes used in substation automation systems

§  Extensive experience with communication protocols used in numerical protection devices

§  Awareness of cybersecurity standards and considerations relevant to substation automation systems and IEDs

§  10+ years in industrial communications in the power system or similar industrial domain, or advanced degree qualification, in lieu of less experience

§  Fluent in English; an additional language will be a plus

 

Characteristics

§  Strong oral and written communication skills.

§  Strong interpersonal and leadership skills.

§  Ability to work in small teams.

§  Lead initiatives of moderate scope and impact.

§  Ability to work in several projects simultaneously.

§  Effective problem identification and solution skills.

§  Proven analytical and organizational ability.

§  High level of flexibility to adapt to continuous changing business needs in support.

 

Additional Information