Lead Engineer - Customer Technical Support (Hardware)

CB1173 GEPR Energy Canada Inc; Markham; On-site; CAD 110,500 - 160,500; Full time

Benefits offered by this job

Relocation assistance

Discretionary annual bonus

Job summary

CB1173 GEPR Energy Canada Inc in Markham, Ontario, is seeking a Customer Technical Support Engineer specializing in Grid Automation. This role demands technical leadership and adaptability in a dynamic work environment, focusing on advanced product support.

The ideal candidate holds a Bachelor's degree in Engineering with over 7 years of experience in hardware relevant to electrical networks. The position offers a competitive salary range between $110,500 - 160,500 CAD, along with bonus eligibility and relocation assistance.

Qualifications

• 7+ years of experience with protection devices, embedded systems, or electronics hardware used in electrical networks.
• Ability and willingness to travel (globally) up to 20% of time.

Responsibilities

• Provide Level 3 technical support on assigned product platforms.
• Resolve customer complaints and prepare necessary communications.
• Lead customer meetings and site visits to troubleshoot issues.
• Drive hardware defect investigations to conclusion.
• Collaborate with R&D to enhance GA products.
• Ensure compliance with Environmental, Health and Safety (EHS) guidelines.

Skills

Technical leadership

Adaptability

Problem-solving

Communication skills

Education

Bachelor's Degree in Engineering

Job description

Job Description Summary

Customer Technical Support (Hardware) engineers in the Global Applications & Support team specialize in Grid Automation (GA) and have the primary mission of advanced (Level 3) product support to GA Regions. The role is expected to demonstrate technical leadership, teamwork capability, and the ability to keep up with evolving hardware/firmware technologies in the grid automation domain. Customer interactions are integral to the role, as a domain expert representing the Product Line. Customer Support engineers should be adaptable to the very dynamic work environment of the team.

Roles and Responsibilities

• Level 3 (advanced) technical support on assigned product platforms, covering both post-sales and pre-sales tasks.
• Resolve customer complaints (LSN/ACT) on products and prepare necessary customer communication such as Customer Technical Reports.
• Lead Customer meetings and/or site visits to gather evidence or troubleshoot site issues.
• Create test setups and conduct tests specific to issue resolution, workarounds, or Root Cause Analysis.
• Drive hardware defect investigations to conclusion and develop permanent solutions in collaboration with R&D or other relevant teams.
• Write internal reports covering defect investigations such as 8D.
• Write Customer Technical Reports following the standard format and guidance.
• Cooperate with Repairs team in complex investigations.
• Open and monitor non-conformities tickets on product issues as necessary and support Containment/Corrective Actions.
• Interface with various Quality teams (regional quality, manufacturing quality, supplier quality, etc.) as necessary.
• Collaborate with R&D: Align investigation findings with future design enhancements to GA products.
• Perform all activities, especially in laboratory areas, in compliance with the Environmental, Health and Safety (EHS) guidelines.

Required Qualifications

• Bachelor's Degree in Engineering (Electrical Engineering, Electronics & Communications or closely related discipline).
• 7+ years of experience with protection devices, embedded systems, or electronics hardware used in electrical networks.
• Ability and willingness to travel (globally) up to 20% of time.

Desired Characteristics

• Knowledge of and experience with state-of-the-art tools and techniques for testing, troubleshooting, and analyzing numerical relay hardware.
• Fluent in English; other languages may be valued.
• Excellent oral and written communication skills.
• Team worker.
• Lead initiatives of moderate scope and impact.
• Ability to manage multiple customer support activities simultaneously.
• Effective problem identification and solution skills.
• Flexibility and capability to adapt to different business needs in the job.

Compensation and Benefits

• For candidates applying to a Canadian-based position, the pay range for this position is between $110,500 - 160,500 CAD. The specific pay offered may be influenced by a variety of factors, including the candidate’s experience, education, and skill set.
• Bonus eligibility: discretionary annual bonus.
• Relocation assistance: provided.