Lead Engineer - Customer Technical Support (Hardware)

Job Description Summary

Customer Technical Support (Hardware) engineers in the Global Applications & Support team specialize in Grid Automation (GA) and have the primary mission of advanced (Level 3) product support to GA Regions. The role is expected to demonstrate technical leadership, teamwork capability, and the ability to keep up with evolving hardware/firmware technologies in the grid automation domain. Customer interactions are integral to the role, as a domain expert representing the Product Line. Customer Support engineers should be adaptable to the very dynamic work environment of the team.

Roles and Responsibilities

• Level 3 (advanced) technical support on assigned product platforms, covering both post-sales and pre-sales tasks.
• Resolve customer complaints (LSN/ACT) on products and prepare necessary customer communication such as Customer Technical Reports.
• Lead Customer meetings and/or site visits to gather evidence or tr...