Senior Smart Grid Product Support Engineer at Eaton USA

San Diego, California, United States -

Full Time

Start Date

Immediate

Expiry Date

21 Jan, 26

Salary

0.0

Posted On

23 Oct, 25

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Product Support, Distribution Automation, Technical Support, Customer Relationship Management, Networking, Communications Systems, Measurement and Verification, Utility Grid Automation, Project Management, Conflict Management, Teamwork, Interpersonal Skills, Electrical Engineering, Software Applications, Technical Marketing, Customer Operations

Industry

electrical;Appliances;and Electronics Manufacturing

Description

Provide continuous improvement of product line by assisting with testing hardware and software as it pertains to specific product support questions or concerns. Work with a cross-functional team to assist with product pilot programs, deployments, and product strategy changes (for customer operations), Collaborate with Technical Support team as an expert on GridAdvisor and related distribution automation products, be a point of escalation for exceptional problems, and contribute directly to customer technical support by phone and email during peak periods. Provide Subject Matter Expertise to other Professional Services personnel, including within system deployment projects run by a Project Manager, or as part of Technical Support collaboration. Guide customers on strategies to meet their distribution automation business needs. Provide expertise to assist the customer in making decisions to properly utilize product features to achieve the customer's expected value. Work closely with Offer Management/Product Management to provide VOC and technical product support feedback. Ensure product documentation and support materials meet the customer's needs and provide feedback to management and development teams to improve if they do not. Bachelor's degree from an accredited institution Minimum 5 years of engineering experience, technical marketing experience, or technical support with distribution automation and/or substation automation technologies. Must have active and valid passport Ability to travel up to 50% of the time Bachelor's degree in a technical discipline such as Electrical Engineering, Computer Engineering, Computer Science or Information Technology, from an accredited institution. 7 years of engineering experience or technical support with distribution automation technologies. Experience with Utility Grid Automation equipment and practices. Experience with Utility Business processes. Working knowledge of networking and communications systems Experience related to measurement and verification specifically for transmission line or distribution line sensor data Experience using software such as customer relationship management (CRM), IT service management (ITSM), service desk, or similar applications. Experience participating in a well-known service management practice (e.g., DevOps, ITIL). Member of an engineering society. Success Criteria: Knowledge of products, sales, project management and customer management. Demonstrated experience managing utility customer relationships. Ability to manage competing priorities, resource constraints, and competing customer demands. Ability to lead using communication, interpersonal, teamwork, and conflict management skills Knowledge of or ability to learn EAS electrical products and applications.

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Responsibilities

Provide continuous improvement of product line by assisting with testing hardware and software. Collaborate with cross-functional teams to assist with product pilot programs, deployments, and product strategy changes.