Senior Solution Engineer

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Job Description:

The opportunity:

Hitachi Energy Service is a trusted lifecycle partner, providing customers with secure, sustainable, and innovative service solutions, globally. Our Service offerings empower customers & partners to holistically manage the asset lifecycle—from start-of-life (e.g., Install & Commission), through services designed to strengthen operational-life (e.g., Upgrade, Repair & Extend), to end-of-life activities (e.g., Replace & Decommission).

How you’ll make an impact:

• You will be the first point of contact and gateway to more advanced services, which will provide first-line support to our customers and the global HE networks.
• You will be responding to incoming Customer calls, E-mails, web enquiries efficiently with confidence and professionalism and log the ticket in Sales force tool.
• You will monitor Case Log hourly and daily basis and work internally and with customers to resolve and close open cases, keep learning about Hitachi Energy products and services and Cases to upgrade knowledge and skills to be able to increasingly resolve level 0 to level 2 type customer issues with minimal support from others in organization.
• You will be a customer advocate for timely response to issues and problem resolution and escalation.
• You will report all activities taken toward resolving customer issues. Where required, support customers during run time activities and provide online troubleshooting support and resolution.
• You will be responsible to ensure compliance with applicable external and internal regulations, procedures, and guidelines.
• Living Hitachi Energy's core values of safety and integrity, which means taking responsibility for your own actions while caring for your colleagues and the business.

Your background:

• Sound electrical engineering background/ bachelor’s degree in a relevant engineering discipline or higher.
• 10–12 years of hands-on experience in the engineering field, or fewer years of experience in a customer service-oriented role within the electrical or utilities domain.
• Willingness and ability to provide technical support to customers as needed.
• Experience in troubleshooting and/or testing of GIS, high-voltage equipment, transformers, or similar electrical systems used in power plants, substations, or the utilities sector will be a significant advantage.
• Familiarity with industry standards, safety protocols, and diagnostic tools used in the power and utilities domain would be beneficial.
• Should be available to work in shifts and participation in ensuring 24/7 availability. 
• Excellent communication skills, Interpersonal skills, and the ability to converse with customers politely and effectively through telephone/live chat/ e-mail is a mandatory skill set, good command of English is mandatory and ability to speak other languages is an added advantage.