Lead Engineer - Customer Technical Support (Hardware)

Job description

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, team-work 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. Job Description: 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 troubleshoot site issues. - Create test setups and conduct tests specific to issue resolution, workarounds, or Root Cause Analysis. - Drive hardware defect investigations to conclusion and develop permanent solutions in collaborati...