Lead Engineer - Customer Technical Support (Hardware) (Markham)

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, team-work 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 energetic work environment of the team. Job Description 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. - Performing 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. 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. This posting is for an existing vacancy. Additional Information Relocation Assistance Provided: Yes Apply on Kit Job: kitjob.ca/job/2p034l