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Hitachi Energy is seeking a Sr Technical Support Engineer for its Houston, Texas location and remote locations within the United States. This role is responsible for resolving software issues and questions reported to Customer Experience (CX) by customers or on-site Hitachi Energy implementation staff on behalf of customers. You will need to deliver professional and courteous service and promote value-add, productive, and positive relationships with customers in your assigned portfolio during day-to-day interactions. You will engage with the customer in a technical role on their use of the software. When necessary, you will escalate customer issues to the Customer Experience Manager or Hitachi Energy Product Development teams. You will also participate in and contribute to team efforts, assist with management decisions and manage the timely delivery of your individual contributions. Effective communication, problem-solving, active listening, and analytical skills are key success factors in this role.
Your responsibilities
- Deliver extensive industry and software expertise for ADMS (Advanced Distribution Management System)/EMS (Energy Management System)/SCADA or other Network control Enterprise software solutions
- Help customers identify and resolve problems, provide guidance and help those customers achieve their desired business results
- Willingness to be available for around the clock technical support, or extended office hours, as needed, in maintaining/troubleshooting power system related production issues reported by customer teams
- Travel to customer site when necessary to troubleshoot and investigate ADMS software issues real-time at Distribution/Transmission Control Centers
- Engage in proactive and independent self-study to develop knowledge of the software package and associated business understanding
- Recreate inhouse environments with Oracle, Windows and Linux platforms with customer datasets to be able to independently troubleshoot, analyze/investigate resolve customer issues related to Network control software.
- Support Product Development, Quality, Product Management and Release Management teams with defect fixes, testing, software enhancements and reviewing technical documentation to be able to roll out monthly/timely ADMS releases.
- Keep informed of most recent trends and technologies
- Understand, troubleshoot, analyze, and resolve software issues reported to CX by Business users, Technical and Senior management teams from customer side including the Hitachi Energy teams
- Apply, utilize, and share knowledge gained from industry/product expertise and technical understanding to quickly identify issues and render solutions
- Prioritize tasks and accurately document the nature of the reported problem
- Effectively assess the problem at hand and understand the business magnitude of the issue for the customer all while keeping the big picture in mind
- Provide an outstanding customer experience
- Be the customer’s advocate by representing their needs and concerns inside of Hitachi Energy and demonstrating ‘one Hitachi Energy voice’ at all times
- Receive and respond promptly to all customer inquiries
- Understand, troubleshoot, analyze and resolve reported cases
- Engage internal cross-functional teams, e.g., Service Delivery Management, Product Management, Development team and other extended teams as necessary to resolve issues
- Ensure that customer inquiries are resolved in a timely manner
- Build strong relationships with both customer and Hitachi Energy on-site personnel to help make every customer experience positive
- Serve as an escalation point for issues beyond the scope of Customer Experience
Your background
- Bachelor's degree and a minimum 8+ years of ADMS (Advanced Distribution Management System)//DMS(Distribution Management System)/OMS(Outage Management System) product support experience.
- Candidates must already have a work authorization that would permit them to work for Hitachi Energy in the United States
- Engineering degrees preferred in Computer science or Information Technology Systems
- Experience working at a Distribution control center supporting ADMS real time operations or Power systems is a plus
- Experience in Linux and Windows operating systems and working expertise with .NET technologies, C/C++ and other scripting languages like shell/bash, as well as, Oracle, SQL server
- Maintaining VMware vCloud environments with customer dataset schemas and administrating virtual environments
- Installation and implementation of ADMS products including .Net framework and other third-party software packages and import/export of customer databases
- Performance tuning of Oracle database components and software components on Windows, Linux platforms and troubleshooting network connectivity issues
- Ability to take the lead on all customer communications
- Excellent time management, decision-making, presentation, relationship, and organizational skills
- Must thrive in a fast-paced, time-compressed and dynamic environment
- Ability to prioritize competing task assignments
- Read, analyze, and comprehend technical and functional documentation
- Respond to common inquiries from customers, regulatory agencies, or members of the business community
- Effective written and verbal communications for internal and external consumption at all levels of an organization
- Apply concepts such as fractions, percentages, ratios, and proportions to practical situations
More about us
Hitachi Energy is a global technology leader that is advancing a sustainable energy future for all. We serve customers in the utility, industry and infrastructure sectors with innovative solutions and services across the value chain. Together with customers and partners, we pioneer technologies and enable the digital transformation required to accelerate the energy transition towards a carbon-neutral future. We are advancing the world’s energy system to become more sustainable, flexible and secure whilst balancing social, environmental and economic value. Hitachi Energy has a proven track record and unparalleled installed base in more than 140 countries. Headquartered in Switzerland, we employ around 38,000 people in 90 countries and generate business volumes of approximately $10 billion USD. www.hitachienergy.com Hitachi Energy is an Equal Employment Opportunity (EEO) and Affirmative Action Employer encouraging diversity in the workplace. We welcome you to apply and want you to know that all qualified applicants will receive consideration for employment without regard to race, creed, color, ancestry, religion, sex, national origin, citizen status, age, sexual orientation, gender identity, disability, marital status, family medical leave status, protected veterans' status or any other legally protected characteristic. For more information regarding your EEO rights as an applicant, please visit the following websites: https://www.dol.go v/sites/dolgov/files/ofccp/regs/compliance/posters/pdf/eeopost.pdf and https://www.dol.gov/sites/dolgov/files/ofccp/regs/compliance/ posters/pdf/OFCCP_EEO_Supplement_Final_JRF_QA_508c.pdf. Protected veterans and qualified individuals with a disability may request a reasonable accommodation if you are unable or limited in your ability to use or access Hitachi Energy career site as a result of your disability. You may request reasonable accommodations by calling a Hitachi Energy HR Representative at 1-888-504-2007 or by sending an email to: us-pg-askhr@abb.com. Resumes and applications will not be accepted in this manner. #LI-NAM1
Publication date
2022-03-02
Reference Number
US52641325_E13