Technical Support Engineer - Communication protocols & Ethernet Networks

Responsibilities

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

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

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

Required Qualifications

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