Technical Support Engineer - OT Communications/IEC 61850

Description

You will join the global Level 3 customer support team of engineers who specialise in communication protocols and Ethernet networks within the Grid Automation domain, with a focus on IEC 61850 communication and engineering.

As Level 3 Lead Expert, your main job is technical support for the Level 1 and Level 2 regional teams.

Your core area is IEC 61850 support for the company's newest protection and control solution, its integration into automation and control systems, and diagnosing communication problems that customers report.

You will work with Sales and Business Development, Product Management and Product R&D, and you are expected to lead technically, work well in a team and keep pace with changing grid automation communication technology.

Responsibilities

• Give Level 3 technical support on your assigned product platforms, covering both pre-sales and post-sales work, and build team knowledge of other platforms.
• Your platforms come mainly from the Stafford, Bilbao and Markham sites and include the P40, P40A, P40AE, 650, MM, UR and 8 series, plus legacy products.
• Investigate communication and network faults across the product range, focusing on IEC 61850 and Ethernet, and write application notes, articles and guidance notes that support sales and project delivery.
• Resolve customer complaints logged as ACT, write customer technical reports, and take ownership of the most critical cases, such as communication disconnections. Visit sites when needed to collect evidence, troubleshoot or attend customer meetings.
• Create and update product and application training for new products and product changes, deliver customer training in selected cases, and train trainers in the regions.
• Lead or support customer events such as regional roadshows, seminars, in-depth training and pilot projects on new technology.
• Support R&D by contributing to the product roadmap, including validating new products and product changes.
• Keep a broad view of Grid Automation product work to keep technical quality high, meet deadlines, use resources well and respond to customer needs.
• Provide technical leadership in power system communications.
• Take part in industry working groups and conferences and help shape strategic technology direction.
• Work with product line teams to apply new and evolving standards and technologies in the product roadmap.

Requirements

• Engineering degree in communications, networks or a closely related field.
• Deep knowledge of serial and Ethernet communication protocols and of system engineering processes used in substation automation.
• 10+ years in industrial communications in power systems or a similar industrial field. An advanced degree can replace some of this experience.
• Desired: awareness of cybersecurity standards and issues for substation automation systems and intelligent electronic devices.
• Desired: skill in presenting and demonstrating technology solutions to customers.
• Fluent English is required. Desired: another language.
• Desired: experience working closely with a multi-site team of experts.
• Strong interpersonal and leadership skills.
• Ability to work in small teams and lead initiatives of moderate scope and impact.
• Ability to handle several projects at once.
• Strong problem-solving skills, with proven analytical and organisational ability.
• Flexibility to adapt to changing support needs.

Conditions

Travel globally for up to 10% of your time.

For Canada-based roles, the pay range is $110 500,00 to $160 500,00 CAD. Final pay depends on factors such as experience, education and skills.

Relocation assistance is not provided.

This posting is for an existing vacancy.

Benefits

• Eligible for a discretionary annual bonus.