Customer Support Solutions Lead Engineer

Job Description Summary

The Grid Automation Customer Support Center of Excellence (CoE) is responsible for the overall after sales support process and function at GA level and the global center of excellence team at PL level, to develop best practices on Customer Support, and lead the Product Lines to achieve strategic objectives defined for GA business.
The Customer Support Solutions Lead Engineer provides support to GA regional units to design, promote and execute a differentiated offer and solve after sales issues for all GA Solutions portfolio in Transmission, Distribution, and Industry segments. He/She collaborates with the Regions, Global Supply Chain, Quality, Product Management and R&D teams as required to solve customer requests and define best practices for 1st class customer support.

Job Description

The Customer Support Solutions Lead Engineer is responsible to support GA regions on the following topics:

• Design of solutions for Substation control, Protection and Monitoring for innovative projects, identification of the conformity of standard solutions with customer requirements, and of the possible specific developments and customization of SA product portfolio
• Design of demonstrators (Proof of Concept) for qualification purpose, promotion, or within the execution of customer projects
• Differentiate GA offer and bring the most attractive offering to customer needs in term of total cost of ownership, flexibility (adaptability to electrical network operations and maintenance), performances, and life cycle management.
• Define engineering strategy, for the design of the system architecture regarding interfaces with the primary equipment, communication with IEDs and SCADA, arrangement and setting of the physical and logical communication network, redundancies of all the critical features, optimization of system functions for protection, control, maintenance, data modeling.
• Audit the project basic and detailed design from regional teams on critical projects at global or regional level, audit of architectures, data bases, validation plans, ...

• Consolidation of application libraries with customer use cases and design templates to be shared with GA Sales, Tendering, Operations, and GA partners in the regions. They will include architectures with corresponding use cases, templates of design documents, data base templates for electrical and graphical data,
• Coaching and expertise development of the regional teams so that they can deliver innovative projects fitting with customer expectations.
• Site investigations, lead of taskforces on strategic projects

His/her missions cover the complete GA PAC portfolio of products and solutions:

• Distributed and digital control system DS Agile, including C264 BCU, aView HMI, ethernet switches, RTU platforms iBox, D20, D25, D400, G500
• Engineering and maintenance tools, Cyber Security solutions and services
• Applications of electrical network management.

Qualifications/Requirements

Bachelors degree from an accredited university or college and/or equivalent knowledge/experience in Electrical Engineering

• Very strong experience of leading technical project execution in grid automation portfolios
• Good knowledge of Power System and Substation Control & Protection Applications for Transmission, Generation, and Industry segments
• Excellent written/oral communication and interpersonal skills, customer focused.
• Strong experience with computer technology, protection and control system design, validation, commissioning, cyber security, communication protocols as IEC61850, IEC 103, Modbus, DNP3.0, TCP/IP, Ethernet
• Strong analytical skills with ability to identify and explain critical issues.
• Must be able to handle multiple projects simultaneously within stringent time constraints, requires discretion and independent judgment, and the ability to maintain a good working relationship with all co-workers, stakeholders, and clients.
• Familiarity with product Quality metrics, MTBF, FMEA/HAZOP, cybersecurity, and functional safety.
• Willingness and ability to travel 25% of the time. English (written/spoken) mandatory for the position.

Nice to Have:

• Proven mentoring and coaching abilities, demonstrated ability to motivate & inspire others.
• Demonstrated strategic awareness combined with tactical implementation capability.
• Six sigma/lean