Customer Support Solutions Engineer-2

SupportFinity™; Eastern Province; On-site; SAR 200,000 - 300,000; Full time

Job summary

A leading technology firm in Saudi Arabia is seeking a Customer Support Solutions Lead Engineer to provide support for after-sales issues in the grid automation sector. The ideal candidate should have a Bachelor's degree in Electrical Engineering and strong experience in leading technical projects. Responsibilities include designing solutions, promoting customer offers, and coaching regional teams to meet customer expectations. Travel of 25% is required.

Qualifications

• Experience in grid automation project execution.
• Strong analytical skills to identify and explain issues.
• Proficient in communication protocols for automation.

Responsibilities

• Design solutions for Substation control and Protection.
• Promote differentiated offers and resolve after-sales issues.
• Coach regional teams to deliver innovative projects.

Skills

Leading technical project execution

Power System knowledge

Substation Control knowledge

Customer focus

Communication protocols (IEC61850, Modbus, etc.)

Analytical skills

Education

Bachelor’s degree in Electrical Engineering

Tools

Protection and control system design

Cybersecurity solutions

Job description

Job Description Summary

The Grid Automation Customer Support Center of Excellence (CoE) is responsible for the overall after sales support process and function at GA level and the global center of excellence team at PL level, to develop best practices on Customer Support, and lead the Product Lines to achieve strategic objectives defined for GA business.

Job Description

The Customer Support Solutions Lead Engineer provides support to GA regional units to design, promote and execute a differentiated offer and solve after sales issues for all GA Solutions portfolio in Transmission, Distribution, and Industry segments. He/She collaborates with the Regions, Global Supply Chain, Quality, Product Management and R&D teams as required to solve customer requests and define best practices for 1st class customer support.

Essential Responsibilities

• Design of solutions for Substation control, Protection and Monitoring for innovative projects, identification of the conformity of standard solutions with customer requirements, and of the possible specific developments and customization of Saudi Arabia product portfolio
• Design of demonstrators (Proof of Concept) for qualification purpose, promotion, or within the execution of customer projects
• Differentiate GA (Grid Automation) offer and bring the most attractive offering to customer needs in term of total cost of ownership, flexibility (adaptability to electrical network operations and maintenance), performances, and life cycle management.
• Define engineering strategy, for the design of the system architecture regarding interfaces with the primary equipment, communication with IEDs and SCADA, arrangement and setting of the physical and logical communication network, redundancies of all the critical features, optimization of system functions for protection, control, maintenance, data modeling.
• Audit the project basic and detailed design from regional teams on critical projects at global or regional level, audit of architectures, data bases, validation plans, ...
• Consolidation of application libraries with customer use cases and design templates to be shared with GA (Grid Automation) Sales, Tendering, Operations, and GA (Grid Automation) partners in the regions. They will include architectures with corresponding use cases, templates of design documents, data base templates for electrical and graphical data, …
• Coaching and expertise development of the regional teams so that they can deliver innovative projects fitting with customer expectations.
• Site investigations, lead of taskforces on strategic projects

His/her missions cover the complete GA (Grid Automation) PAC portfolio of products and solutions:

• Distributed and digital control system DS Agile, including C264 BCU, AView HMI, ethernet switches, RTU platforms iBox, D20, D25, D400, G500…
• Engineering and maintenance tools, Cyber Security solutions and services
• Applications of electrical network management.

Reporting

Solutions L3 support Leader

Qualifications

• Bachelor’s degree from an accredited university or college and/or equivalent knowledge/experience in Electrical Engineering
• Very strong experience of leading technical project execution in grid automation portfolios
• Good knowledge of Power System and Substation Control.
• Excellent written/oral communication and interpersonal skills, customer focused.
• Strong experience with computer technology, protection and control system design, validation, commissioning, cyber security, communication protocols as IEC61850, IEC 103, Modbus, DNP3.0, TCP/IP, Ethernet
• Strong analytical skills with ability to identify and explain critical issues.
• Must be able to handle multiple projects simultaneously within stringent time constraints, requires discretion and independent judgment, and the ability to maintain a good working relationship with all co-workers, stakeholders, and clients.
• Willingness and ability to travel 25% of the time.
• English (written/spoken) mandatory for the position.
• The legal right to work in KSA without company sponsorship or time restriction.

Desired Characteristics

• Good knowledge of Protection Applications for Transmission, Generation, and Industry segments.
• Familiarity with product Quality metrics, MTBF, FMEA/HAZOP, cybersecurity, and functional safety.

Additional Information

Relocation Assistance Provided: No