Engineer-Expert Technical Support

Job description

The mission of Expert Technical Support Engineer is to:

· Assure the treatment of customer requests by telephone and or by e-mail, and follow them up to their closing, with the help, if needed from other services of the activity like R&D, Quality, Business, with the speed and quality of answer.

· Bring his level of technical expertise to analyze and resolve malfunctions in the products, mentioned in the customer requests, or to collect relevant data from customer, allowing the R&D team ( level 4) to expertise and to provide the necessary resolution.

· Make sure to communicate regularly with the customer, the status of the case when the problem takes longer time to find a resolution.

· To conduct trainings to the customers (both internal and external) to improve their knowledge on - how the use our products, how to maintain them and how to install them at site.

· Use his knowledge and experience to create and update a Technical Data Base, Frequently Asked questions FAQ.

Desired profile

Qualifications :

· Candidate with 3-4 years of experience in Substation Automation, SCADA, Communication Protocols ( Modbus, IEC 101/104, IEC61850).

· A good understanding of Medium Voltage Networks, and various equipment used in the system.

· Self-motivated individual contributor, able to meet deadlines in fast-paced, dynamic environment.

· Customer Focused.

· Good communication & Negotiation skills.

· Should be able to work in diverse multi-geography located teams. Should be capable of taking initiatives and contribute independently and also as Team Player when required.