Senior Solution Engineer

As a Service Support Engineer at Hitachi Energy, you will play a crucial role in providing first-line support to customers and the global HE networks. Your responsibilities will include: - Being the initial point of contact for customers, responding to incoming calls, emails, and web inquiries promptly and professionally. - Logging tickets in the Sales force tool and monitoring the Case Log on an hourly and daily basis. - Working internally and with customers to resolve and close open cases, continuously learning about Hitachi Energy products and services to enhance your knowledge and skills. - Acting as a customer advocate for timely issue response, resolution, and escalation. - Reporting all activities taken towards resolving customer issues and providing online troubleshooting support and resolution during runtime activities. - Ensuring compliance with applicable external and internal regulations, procedures, and guidelines. Your qualifications should include: - A sound electrical engineering background or a bachelor's degree in a relevant engineering discipline. - 10-12 years of hands-on engineering experience or fewer years in a customer service-oriented role within the electrical or utilities domain. - Willingness and ability to provide technical support to customers as needed. - Experience in troubleshooting and/or testing of GIS, high-voltage equipment, transformers, or similar electrical systems used in power plants, substations, or the utilities sector. - Familiarity with industry standards, safety protocols, and diagnostic tools in the power and utilities domain. - Availability to work in shifts and participate in ensuring 24/7 availability. - Excellent communication and interpersonal skills, with the ability to converse with customers politely and effectively through telephone/live chat/email. Hitachi Energy's core values of safety and integrity guide our actions, emphasizing responsibility for your own actions while caring for colleagues and the business.,