PAC Technical Support Engineering

Description

The company is hiring a Technical Support Specialist for Protection & Control to join its grid automation technical support team in North America. The role provides Level 2 post-sales support for the company's protection and control portfolio, which includes relays, meters, and related software used in utility and industrial power systems.

You will be the technical link between Level 1 customer care, field service teams, and senior L3/L4 engineers. The work covers fault analysis, configuration and commissioning questions, and help integrating products into customer systems, along with improvements to the tools and processes used by the support organization.

Responsibilities

• Handle technical support and case management every day by phone, email, and other channels.
• Investigate technical problems, reproduce them when needed, and work with product line teams to resolve customer issues promptly and successfully.
• Work with L3/L4 engineers on escalated investigations and document each problem thoroughly.
• Recommend upgrades to customers when their products are obsolete.
• Keep accurate records in the quality management system and the CRM tool.
• Track and document RMA status.
• Find training opportunities, take ownership of your own development, and help train others.
• Monitor and report on cases escalated through the company's full process.
• Write documentation and maintain the knowledge base with technical tips and resolution outcomes.
• Keep case status records and critical case reports current for open issues at every tier and severity level.
• Attend product line meetings to present open requests and push them toward resolution.
• Schedule and lead case summary and metric reviews with customers when required, and prepare the reports.
• Find firmware faults on relays and diagnose them through testing.
• Keep a professional manner and communicate with customer staff at all levels.

Requirements

• Required: an associate's degree from an accredited college or university, or equivalent experience.
• Required: at least 1 year of relevant experience.
• Required: willingness and ability to travel up to 25% of the time.
• Desired: at least 2 years of experience in power system protection and control.
• Desired: a clear understanding of industrial and utility protection, control, and communications applications.
• Desired: flexibility to take on-call shifts, after-hours support, or modified hours to serve customers.
• Desired: experience with GE Multilin protection and control products.
• Desired: expertise in power system automation and communications.
• Desired: experience testing protection and control systems with secondary injection.
• Desired: ability to perform post-fault power system analysis and recommend settings or application changes.
• Desired: hands-on experience configuring and troubleshooting protection and control systems.
• Desired: experience configuring and troubleshooting IEC 61850 based protection systems.
• Desired: practical knowledge of protective relay settings, features, and network communications.
• Desired: ability to work effectively without direct supervision.
• Desired: strong problem-solving skills.
• Desired: flexibility and adaptability, and openness to changes in tasks.

Conditions

This is a remote position.

Relocation assistance is not provided.

Travel of up to 25% of the time is required.

Equal-opportunity policy applies.