Technical Support Engineer As a Tech Support Engineer, you will play a key role in supporting our customers worldwide, being able to cover the majority of Qualitrol Products: transformer monitoring, GIS monitoring, Grid Monitoring and Circuit Breaker Monitoring for both pre-sales and post-sales. You will serve as a technical expert and work closely with the Engineering department addressing the technical issues and Field Service department guiding trouble shooting and onsite intervention to provide the best technical support for the customer satisfaction. Organizing training sessions internally and externally to customer will be part of your job. The candidate is result driven, self-reliant professional with a strong technical background in monitoring of high voltage assets and their integration covering Transformer, Grid, GIS and Circuit Breakers.
Working experience with Qualitrol monitoring solutions will be highly valued, especially with Online DGA, QTMS, QPDM, QBCM as well GRID monitoring solutions like BEN600 and IDM+. Integration of different systems with knowledge of SCADA communication and IEC61850 protocols would be highly valuable.
ResponsibilitiesDiagnose 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
- GIS monitoring
- Circuit Breaker monitoring
- Research and identify solutions to software and hardware issues
- Remote support for installation, commissioning, maintenance, and repairs
- Organize high quality training to both internal departments and external customers
- Communication protocol troubleshooting and online support configuring and integrating SCADA systems using Modbus, DNP3, and IEC61850
- Ask customers targeted questions to quickly understand the root of the problem
- Guide clients through a series of actions, either via phone, email, remote connection or chat, until they have solved a technical issue
- Track issues through to resolution, within agreed time limits
- Post-sales assistance for 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 several open issues at one time
- Follow up with clients to ensure their systems are fully functional after troubleshooting
- Prepare accurate and timely reports
- Document technical knowledge in the form of notes
- Maintain strong, professional relationships with clients
- Internal and external practical customer training
- Travel in Support of the Field Service Organization Qualifications
Qualifications- Relevant experience in technical support or equivalent like field service, R&D.
- Specific knowledge of the above listed products is preferred
- Bachelor's Degree in Electronic or Electronic Engineering or relevant field of study, preferred
- Experience in customer support, field service, customer experience or relevant technical roles
- Strong analytical and problem-solving skills. Proven ability troubleshooting and finding practical solutions to complex issues to meet customer needs
- Excellent communications skills both verbal and written. Ability to interface with customers at different levels to communicate technical ideas and concepts clearly and in simple terms
- Ability to understand and interpret detailed engineering documents, drawings, and wiring diagrams
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