Job Description Summary

Protection application engineers in the Global Customer Support team are engineers specialized in grid automation, and are fully engaged in the primary function of the Applications & Support team, namely the Level 3 (L3) technical support to GA Sales/Business Development teams, Product Management and Products R&D.

The role is expected to demonstrate technical leadership, teamwork capability and the ability to keep up with evolving technologies in the grid automation domain, versatile in adapting new product platforms and mentor the junior members of the team and other colleagues. In this role, you will utilize your experience or expertise to solve problems, develop and execute team and self-objectives, and possess the ability to effect short-term and some long-term business goals. Customer interactions are integral to the role, as a domain expert representing the Product Line.

Job Description

Responsibilities and Accountabilities

• 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 Markham, Stafford, Bilbao, which currently include UR, 8 series, P40, P40A, P40AE, 650, 3 Series, MM and legacy products.
• Design and tune protection applications for complex schemes; 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 8D and engineering reports, accountable for resolving most critical cases as maloperations. 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 the power system protection
• Participate in industry committees and influence evolution of strategic technologies

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

• Work in close collaboration with a multi-site team of experts
• Proficiency with presenting and demonstrating technology solutions to customers
• Collaborative working with other departments and teams in multiple sites.

• Ability to travel (globally) up to 25% of time.

Qualifications & Experience

• Engineering degree (Electrical Engineering, Electronics & Communications or closely related discipline)
• In-depth understanding of protection relay applications in transmission, distribution and industrial domains
• Extensive experience with numerical protection devices
• 10+ years in power system protection, or advanced degree qualification, in lieu of less experience
• Fluent in English; an additional language will be a plus

Characteristics

• Strong oral and written communication skills.
• Strong interpersonal and leadership skills.
• Ability to work in small teams.
• Lead initiatives of moderate scope and impact.
• Ability to work in several projects simultaneously.
• Effective problem identification and solution skills.
• Proven analytical and organizational ability.
• High level of flexibility to adapt to continuous changing business needs in support.

Additional Information