Technical Support Engineering Coordinator - St. Louis, MO, Solon, OH

Hubbell Incorporated; Maryland Heights (MO); On-site; USD 75,000 - 95,000; Full time

Job summary

Hubbell Incorporated, within Hubbell Utility Solutions, seeks an Aclara Technical Support Engineering Coordinator to respond to and resolve technical issues for water, gas and electric customers. You will triage, communicate with customers, and maintain issue records.

The role requires strong problem-solving, SQL/Oracle skills, and the ability to work with cross-functional teams. You’ll contribute to knowledgebase content and may be on-call 24/7 as needed.

Qualifications

• Bachelor's Degree in an Engineering/Technology field or Associate's with two years related experience; 4 years of related experience in lieu of degree.
• One year of customer facing support experience
• Experience with Microsoft Word, Excel, Access and PowerPoint
• Clear written and verbal communication skills
• Ability to meet deadlines in a dynamic environment

Responsibilities

• Provide triage support for Aclara product lines (software head end, collector, communication links, endpoint, integrations and business processes)
• Update and maintain information on customer issues within the CRM system
• Ensure compliance in meeting Aclara maintenance agreements through timely response and issue resolution
• Own customer issues and provide updates through resolution, coordinating with internal groups or vendors
• Communicate technical information to users with varying levels of technical understanding
• Contribute to knowledgebase content to drive self-service
• Troubleshoot issues including TCP/IP, RF, serial communication, hardware and firmware
• Perform root-cause analyses with incomplete information
• Collaborate across departments to resolve issues and improve products
• Develop SQL queries to identify performance issues in SQL Server and Oracle
• Create scripts and tasks for solutions and workarounds
• Be available 24/7 on-call as scheduled

Skills

Customer support

Communication

SQL

Oracle PL/SQL

UNIX/Linux

Office software

Troubleshooting

Education

Bachelor's in Engineering/Technology

Associate's in Engineering/Technology w/ 2 yrs exp

4 yrs experience in lieu of degree

Tools

Oracle PL/SQL

UNIX/Linux

Job description

Job Overview

This position is for a technical, self-motivated professional to engage with Aclara customers in the water, gas and electric utility space to respond to and resolve technical issues with our products. The primary performance indicator is meeting customer service-level agreements by communicating with Aclara customers on their support cases opened via multiple communication channels (including customer portal, phone, and e-mail). The technical support group is part of Aclara, which is part of the Hubbell Utility Solutions division with offices in multiple locations. A successful Aclara Technical Support Engineering Coordinator (TSEC) develops and maintains a deep understanding of the capabilities and operation of Aclara proprietary products to resolve customer issues or escalates to other internal groups. A critical component of this position is the ability to synthesize and assess data to understand that every customer interaction presents an opportunity to foresee and prevent other related issues in the future. The technical support team is committed to treating our customers as long-term partners and this role is an integral part of that commitment and requires excellent communication skills, motivation to learn, and the drive to help others succeed - both internally and externally.

#LI-KR1

A Day In The Life

• Provide triage support for Aclara product lines (software head end, collector, communication links, endpoint, integrations and business processes)
• Update and maintain information on customer issues within our CRM system
• Ensure compliance in meeting Aclara maintenance agreements through timely response and issue resolution
• Own customer issues and provide consistent updates and communication to customers through resolution process that may involve other internal groups or vendors
• Understand the audience and communicate technical information in an understandable way to customers in various utility roles (e.g. field, office, management, executive)
• Contribute to the creation and maintenance of content within our product knowledgebase to drive customer self-service and to expand available technical knowledge for employees
• Troubleshoot issues that include TCP/IP, RF, serial communication, hardware and firmware
• Utilize critical thinking and troubleshooting skills to perform root-cause analyses; use incomplete information to drive issues to resolution
• Collaborate internally with colleagues and management across departments to resolve issues, and to improve Aclara products
• Develop custom queries and analyze code within SQL Server and Oracle databases to identify, and correct unexpected system performance
• Create custom scripts and tasks to provide solutions, temporary software workarounds, and gather information used in troubleshooting
• The ability to be available 24/7 on-call as-needed when scheduled

What will help you thrive in this role?

• Bachelor's Degree in an Engineering/Technology field or
• Associate's degree in an Engineering/Technology field with two years of related experience
• Four years of related experience in lieu of degree
• One year of customer facing support experience
• Experience with standard office productivity products such as Microsoft Word, Excel, Access and PowerPoint
• Experience with Oracle PL/SQL, UNIX/Linux
• Effective written and verbal communication skills
• Ability to clearly and accurately communicate detailed technical information to users with various levels of technical understanding
• Able to meet deadlines and thrive in dynamic work environment
• Outgoing, personable, and enjoy working directly with customers
• Self-motivated and able to work effectively alone as well as part of a team
• PREFERRED:
• General knowledge of electric, water, or gas utility distribution systems and networks
• One year of customer facing support experience in a related technical capacity

PHYSICAL DEMANDS:

• Ability to travel domestically up to 10% throughout the year, as needed
• Ability to sit or stand for extended periods
• Ability to lift up to 25 lbs

Hubbell Incorporated

Hubbell creates critical infrastructure solutions that power our customers, communities, people and the planet. Our company is strategically aligned around enabling grid modernization and electrification. As more products plug in to an aging grid, Hubbell solutions enable the transition to a more reliable, resilient and efficient energy infrastructure. Founded in 1888 our innovation has made us a leading global manufacturer of high quality electrical and utility solutions enabling customers to operate critical infrastructure reliably and efficiently.

The company operates in two segments. Hubbell Utility Solutions (HUS) enable the grid to conduct, communicate and control energy across utility applications and Hubbell Electrical Solutions (HES) are essential to managing power across a wide range of industries and applications. Our vertical market solutions can be applied to markets including Data Centers, Renewables, Commercial Buildings, Industrial, Telecom and Transportation. Supporting both of our business segments is our corporate and Hubbell Unified Business Solutions teams that provide consistent process, tools technologies across our businesses.

We are committed to operating sustainably and ethically while promoting an inclusive and supportive culture for our people to grow and develop in their careers. Our employees proudly work and serve our communities from our headquarters in Shelton, CT, across the United States and around the globe.

Hubbell Utility Solutions

Hubbell Utility Solutions (HUS) enable the grid to conduct, communicate and control energy across utility applications. HUS provides the critical components that allow the grid to reliably transmit and distribute energy, as well as the communications and controls technologies to make the grid smarter and more flexible.

Hubbell Incorporated, its subsidiaries and affiliates, is an EO Employer AA: M/F/Veteran/Disability. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status, sexual orientation, gender identity or any other protected class.

The above summary of position responsibilities and requirements is not intended, and should not be construed, to be an exhaustive list of duties, skills, efforts, physical requirements, or working conditions associated with the position. It is intended to be an accurate reflection of those principal position elements essential for making decisions related to position performance, employee development, and compensation.