Position Overview:

The Grid Automation Support Engineer’s primary responsibility is to provide excellent customer service and technical support for Eaton’s Energy Automation Solution’s customers within the Substation Automation and Distribution Automation product spaces. The role will include both hardware and software with a focus on the Substation Modernization Platform (SMP) intelligent Gateway device, the Yukon Feeder Automation software, and the GridAdvisor sensor and software solution package. The role is a full-time position with a normal work schedule of Monday through Friday. In this role, the engineer will also contribute to the company’s overall success by performing technical services for customers, expanding its knowledge base, working with the greater product team to improve customer experience, and improving operational procedures to increase customer satisfaction.

In this role you will:

• Provide first-level technical support for specific EAS software and hardware products by phone and email during normal business hours.
• Participate in after-hours support rotation.
• Travel up to 10% to provide onsite support at customers’ premises.
• Provide excellent customer service by seeking to understand each customer’s issue.
• Identify and resolve the root cause of each customer’s issue.
• Collaborate with peers and cross-functionally to resolve complex problems.
• Assist customers in better utilizing their EAS products by assessing their needs, performing training, and sharing best practices.
• Document all support performed in our service desk software.
• Grow our knowledge base by creating, revising, and peer-reviewing KB articles.
• Participate in and lead continual learning seminars.
• Complete customer service projects and other tasks assigned by management.
• Be accountable for achieving key performance metric targets that contribute to the quality of our customers’ experiences.

Why work at Eaton?  We provide benefits that are industry competitive and focused on employee well-being. Listed below are programs that are offered globally, but program availabilities may vary by site.

• Flexible work options to help balance work/life demands (at participating Eaton sites)
• Healthcare/retirement savings programs
• Competitive compensation packages to reward skills and performance
• Tuition assistance or financial help for ongoing learning and development
• Health, Dental, Vision & Wellness programs
• Donation matching (U.S., Canada, Puerto Rico)

Required (Basic) Qualifications:

• Bachelor’s degree in a technical discipline from an accredited institution.
• Minimum of 2 years of engineering experience or technical support.
• No relocation benefit is being offered for this position. Candidate can be remote but must be able to travel to an Eaton facility in the US or Canada if requested.
• Must be able to work in the United States without corporate sponsorship now and within the future

Preferred Qualifications:

• Bachelor’s degree in a technical discipline (Electrical Engineering, Computer Engineering, Computer Science or Information Technology) from an accredited institution.
• Minimum of 5 years of engineering experience or technical support.
• Experience in the electric utility industry
• Experience working with substation automation systems, SCADA systems, or other grid automation technologies.
• Experience working with communications protocols commonly used by utilities (e.g., IEC 61850, DNP3).
• Previous work experience with M2M communications networking and device protocols
• Expertise in Power Systems Engineering and Protection and Control theory
• Experience in software application installation and configuration
• Experience maintaining or troubleshooting IP networks.
• Experience participating in a well-known service management practice (e.g., ITIL, DevOps).
• Experience using software such as customer relationship management (CRM), IT service management (ITSM), service desk, or similar applications.
• Member of an engineering society.

Position Criteria:

• Must possess and maintain a valid and unrestricted driver’s license.
• Demonstrated ability to troubleshoot complex issues on own and as part of a team.
• Demonstrated ability to communicate technical concepts verbally and in writing to diverse audiences.
• Demonstrated ability to manage customer deliveries with competing priorities.