Customer Support Engineer Jobs in Ottawa, Ontario, Canada
Create alert for “Customer Support Engineer”
Ottawa, Ontario, Canada
Technical Support Engineer - OT Communications/IEC 61850
Top Benefits
About the role
Job Description Summary
Networks and Communications Engineers in the Customer Support Level 3 (global) team are Engineers specialized in communication protocols and Networks and Communications Engineers in the Customer Support Level 3 (global) team are Engineers specialized in communication protocols and Ethernet-based networks in the Grid Automation (GA) domain, especially focused on IEC 61850 communication and engineering.
The primary function of the Customer Support Level 3 (L3) Lead Expert is technical support to customers through the Customer Support Level 1 and Level 2 regional teams.
The key responsibility for this position will be IEC 61850-related support for the newest “GridBeats™ APS” protection and control solution, integration into automation and control systems and fault-finding of customer-reported communication issues.
In this role, you will collaborate with GA Sales/Business Development teams, Product Management and Products R&D. You will be expected to demonstrate technical leadership, teamwork capability and the ability to keep up with evolving technologies in the grid automation communication domain.
Responsibilities
Job Description
L3 technical support on assigned product platforms, covering both pre-sales and post-sales tasks. Proactively develop team expertise on other Products platforms. This role covers mainly products from Stafford, Bilbao, Markham, which currently include P40, P40A, P40AE, 650, MM, UR, 8 series and legacy products. Investigate reported communication and network-related issues related to the range of products, with emphasis on IEC 61850 and Ethernet networks; develop Application Notes, articles and guidance notes to drive product sales and facilitate GA project delivery. Resolve customer complaints (ACT) on products and prepare necessary customer communication such as Customer Technical Reports, accountable for resolving most critical cases such as communication disconnections. Site visits as necessary for gathering evidence for analysis, troubleshooting or customer meetings. Provide product / applications training on new products and product evolutions; develop and update training modules as necessary. Customer training responsibility in selected cases. Train the trainers from regions. Lead or contribute to customer events such as regional roadshows or seminars, in-depth training, pilot projects involving new technology. Collaboration with R&D: contribute to product roadmap as required, e.g. validation of new products and product evolutions. Maintain broad awareness of GA Product efforts to assure technical quality excellence, timely completion of work and reviews, appropriate use of resources, and responsiveness to customer needs.
Technical leadership in communications in power systems
Participate in industry working groups and conferences, and influence evolution of strategic technologies Work with PL teams on application and implementation new / evolving standards and technologies in the product roadmap
Required Qualifications
Engineering degree (Communications/Network or closely related discipline)
In-depth understanding of communication protocols (serial and Ethernet) and system engineering processes used in substation automation systems 10+ years in industrial communications in the power system or similar industrial domain, or advanced degree qualification, in lieu of less experience Ability to travel (globally) up to 10% of time.
Desired Characteristics
Awareness of cybersecurity standards and considerations relevant to substation automation systems and IEDs Proficiency with presenting and demonstrating technology solutions to customers Fluent in English; an additional language will be a plus Work in close collaboration with a multi-site team of experts Excellent Interpersonal and leadership skills. Ability to work in small teams. Lead initiatives of moderate scope and impact. Ability to work in several projects simultaneously. Effective problem identification and solution skills. Proven analytical and organizational ability. High level of flexibility to adapt to continuous changing business needs in support.
For candidates applying to a Canadian-based position, the pay range for this position is between $110 500,00 and $160 500,00 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: No
Not the right fit? Search for Technical Support Engineer jobs in Markham, Ontario, Canada
About GE Vernova
GE Vernova is a planned purpose-built company on a mission to electrify the planet while simultaneously working to decarbonize it.
If we want our energy future to be different…we must be different.
Our mission is embedded in our name. We retain our treasured legacy, “GE,” in our name as an enduring and hard-earned badge of quality and ingenuity. “Ver” / “verde” signal Earth’s verdant and lush ecosystems. “Nova,” from the Latin “novus,” nods to a new, innovative era of lower carbon energy that GE Vernova will help deliver.
GE Vernova brings together GE’s portfolio of energy businesses including Power, Wind, Electrification and Digital businesses. With focus, GE Vernova is accelerating the path to more reliable, affordable, and sustainable energy, while helping our customers power economies and deliver the electricity that is vital to health, safety, security, and improved quality of life.
Together, we have The Energy to Change the World.