Senior Solution Engineer

Role Overview: In this role at Hitachi Energy Service, you will be the first point of contact for customers and partners, providing them with efficient and professional support. Your responsibilities will include responding to customer inquiries, monitoring and resolving cases, and ensuring compliance with regulations. Your focus will be on delivering timely responses and solutions to customer issues while upholding Hitachi Energy's core values of safety and integrity. Key Responsibilities: - Provide first-line support to customers and global HE networks by responding to incoming calls, emails, and web inquiries - Log tickets in Sales force tool and monitor Case Log on an hourly and daily basis - Work internally and with customers to resolve and close open cases, continuously learning about Hitachi Energy products and services to enhance knowledge and skills - Act as a customer advocate for timely issue resolution and escalation - Report all activities taken towards resolving customer issues and provide online troubleshooting support - Ensure compliance with applicable external and internal regulations, procedures, and guidelines - Maintain an organized work environment, be available to work in shifts, and participate in ensuring 24/7 availability - Demonstrate excellent communication and interpersonal skills, ability to converse with customers politely and effectively through telephone/live chat/email - Hold a bachelor's degree or higher with a sound electrical engineering background - Experience in customer-facing roles is preferred - Any experience in troubleshooting and/or testing of GIS, HV equipment, Transformers, Power & Utilities industry, or similar electrical equipment will be advantageous - High focus on customer needs, drive for innovation and improvement, and ability to multitask effectively Qualifications Required: - Bachelor's degree or higher in electrical engineering - Customer-facing experience preferred - Experience in troubleshooting and testing of electrical equipment is an advantage - Strong focus on customer needs, innovation, and improvement - Ability to multitask and maintain an organized work environment - Availability to work in shifts and ensure 24/7 coverage - Excellent communication and interpersonal skills, fluency in English required, additional languages a plus (Note: The additional details of the company were not explicitly provided in the job description.),