Customer Support Solutions Engineer-1

Job Description Summary

The Grid Automation Customer Support Center of Excellence (CoE) is responsible for the overall after sales support process and function at Grid Automation 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 Grid Automation 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

Essential Responsibilities

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 (Grid Automation) 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 (Grid Automation) Sales, Tendering, Operations, and GA (Grid Automation) 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 (Grid Automation) PAC portfolio of products and solutions :

Reporting : Solutions L3 support Leader

Qualifications / Requirements

Desired Characteristics

Additional Information

Relocation Assistance Provided : No

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