ADMS S6 Customer Support Engineer

The ADMSS6 Customer Support Engineer will be responsible for meeting business objectives by developing practical and innovative ways to identify and meet goals, coordinating with cross-functional teams, and driving closure on customer issues raised on ADMS products.

Responsibilities include addressing customer issues and concerns with ADMS applications such as SCADA, DMS, OMS, etc.

Key Responsibilities:

Ensure customer success by fostering a balanced relationship that benefits both the customer and the company, aiming to produce the highest level of support and satisfaction. In this role, you will:

1. Take a leadership role in strategizing with internal staff and customers to solve and prevent recurrence of issues.
2. Engage with customers on a day-to-day basis; organize customer calls to facilitate implementation of solutions while adhering to change control and compliance protocols. Ensure solutions effectively resolve customer issues.
3. Mentor staff in troubleshooting and analysis methods.
4. Transfer knowledge by writing user/technical documentation and case notes. Act as a technical resource for staff.
5. Contribute primarily to the Knowledge Base system for customer-specific issues that benefit the broader customer and support team.
6. Analyze and troubleshoot issues involving all aspects of solutions, including user interface, network and communication connectivity and performance, interoperability, data collection/storage, visualization, analytics, associated control systems, and interfaces to enterprise systems.
7. Own and manage personal caseloads and perform case follow-up.
8. Troubleshoot and identify product problems for presentation to engineering for resolution or disseminate appropriate information to correct issues.
9. Adhere to all quality processes. Be available for on-call rotation for after-hours customer calls. Willingness to travel to customer sites.

Key Skills & Knowledge:

Experience installing, maintaining, or supporting ADMS products such as PowerOn Fusion (PoF) or PowerOn Advantage (PoA), including DMS Applications, DNAF, OMS, StormAssist, and DER.

Familiarity with User Interface, SCADA, and Modeling tools.

Knowledge of both Transmission and Distribution electrical grids.

Working knowledge of Linux, Windows, Oracle, SQL, JasperReports, and Cassandra.

Understanding of TCP/IP protocols, IP addressing, routing, LAN, DNS, Active Directory, firewalls, and switches as they apply to isolating and resolving issues.

Ability to work independently with minimal guidance.

Knowledge of NERC CIP Standards.

Effective communication skills; demonstrated ability to interface with customers and cross-functional teams.

Positive attitude when dealing with customers and co-workers in stressful situations.

Strong analytical and logical reasoning skills.

Familiarity with remote monitoring and diagnostics solutions and concepts.

Sets an example in quality, consistency, work ethic, and approach.

* Free services are subject to limitations.