Senior Solution Engineer

hitachi; Chennai; On-site; INR 1,200,000 - 2,400,000; Full time

Job summary

Hitachi Energy Technology Services Private Limited in Chennai, Tamil Nadu, India, is seeking a senior-level service/support professional in Communications & Corporate Affairs. The role focuses on customer contact, ticketing, and escalation for service solutions across asset lifecycles.

The candidate will handle calls, emails, and live chats, log issues in Salesforce, and work with teams to resolve level 0–2 problems while adhering to safety and integrity values.

Qualifications

• Excellent communication skills, interpersonal abilities, and polite customer interactions.
• Fluent English is mandatory; multilingual ability is a plus.
• Experience in engineering or utilities domain is a plus.

Responsibilities

• Serve as first point of contact for customers and gateway to advanced services.
• Respond to calls, emails, and web inquiries; log tickets in Salesforce.
• Monitor case logs hourly and collaborate with internal teams to resolve issues.
• Act as customer advocate for timely responses and problem resolution.
• Ensure compliance with internal/external regulations and Hitachi Energy policies.

Skills

Communication skills

English proficiency

Customer support

Interpersonal skills

Education

Bachelor's degree in electrical engineering

Tools

Salesforce

Job description

Company

HITACHI ENERGY TECHNOLOGY SERVICES PRIVATE LIMITED

Profession

Communications & Corporate Affairs

Location

Chennai, Tamil Nadu, India

Job Schedule

Full time

Remote

No

Job Description.

The opportunity:

Hitachi Energy Service is a trusted lifecycle partner, providing customers with secure, sustainable, and innovative service solutions, globally. Our Service offerings empower customers & partners to holistically manage the asset lifecycle—from start-of-life (e.g., Install & Commission), through services designed to strengthen operational-life (e.g., Upgrade, Repair & Extend), to end-of-life activities (e.g., Replace & Decommission).

How you'll make an impact:

• You will be the first point of contact and gateway to more advanced services, which will provide first-line support to our customers and the global HE networks.
• You will be responding to incoming Customer calls, E-mails, web enquiries efficiently with confidence and professionalism and log the ticket in Sales force tool.
• You will monitor Case Log hourly and daily basis and work internally and with customers to resolve and close open cases, keep learning about Hitachi Energy products and services and Cases to upgrade knowledge and skills to be able to increasingly resolve level 0 to level 2 type customer issues with minimal support from others in organization.
• You will be a customer advocate for timely response to issues and problem resolution and escalation.
• You will report all activities taken toward resolving customer issues. Where required, support customers during run time activities and provide online troubleshooting support and resolution.
• You will be responsible to ensure compliance with applicable external and internal regulations, procedures, and guidelines.
• Living Hitachi Energy's core values of safety and integrity, which means taking responsibility for your own actions while caring for your colleagues and the business.

Your background:

• Sound electrical engineering background/ bachelor's degree in a relevant engineering discipline or higher.
• 10-12 years of hands-on experience in the engineering field, or fewer years of experience in a customer service-oriented role within the electrical or utilities domain.
• Willingness and ability to provide technical support to customers as needed.
• Experience in troubleshooting and/or testing of GIS, high-voltage equipment, transformers, or similar electrical systems used in power plants, substations, or the utilities sector will be a significant advantage.
• Familiarity with industry standards, safety protocols, and diagnostic tools used in the power and utilities domain would be beneficial.
• Should be available to work in shifts and participation in ensuring 24/7 availability.
• Excellent communication skills, Interpersonal skills, and the ability to converse with customers politely and effectively through telephone/live chat/ e-mail is a mandatory skill set, good command of English is mandatory and ability to speak other languages is an added advantage.

Accessibility and reasonable accommodation

Qualified individuals with a disability may request a reasonable accommodation if you are unable or limited in your ability to use or access the Hitachi Energy career site as a result of your disability. You may request reasonable accommodations by completing a general inquiry form on our website. Please include your contact information and specific details about your required accommodation to support you during the job application process.

This is solely for job seekers with disabilities requiring accessibility assistance or an accommodation in the job application process. Messages left for other purposes will not receive a response.

Use of Al and automated tools in recruitment

As part of our recruitment process, Hitachi Energy uses digital and automated tools, including Al-supported solutions, to assist with activities such as application screening, job matching, and interview scheduling. These tools are designed to support our recruiters and do not replace human decision-making. Candidate data is processed in accordance with applicable data protection and employment laws as well as Hitachi's Global Data Privacy Notice.

Background Screening and Security Checks

As part of the hiring process, Hitachi Energy conducts pre-employment background checks that may include verification of employment history, education, criminal records, and other relevant information, in accordance with applicable laws. For certain roles—particularly those involving access to sensitive information, financial responsibilities, client data, regulated environments, or security-sensitive functions—additional or more comprehensive background or security screenings may be required. These may include, but are not limited to, enhanced criminal history checks, credit history reviews (where legally permissible), sanctions screening, or other due diligence measures.