Technical Support Engineer

Job Description
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.

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 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