Senior Solution Engineer

Overview

First point of contact for Hitachi Energy customers and the global HE networks, providing first-line support, logging and resolving cases, and escalating issues as needed.

What you'll do

• Respond to incoming customer calls, e-mails and web enquiries efficiently, with confidence and professionalism.
• Log tickets in the Sales force tool.
• Monitor case log hourly and daily, and work internally and with customers to resolve and close open cases.
• Keep learning about Hitachi Energy products, services and cases to increasingly resolve level 0 to level 2 customer issues with minimal support.
• Act as a customer advocate for timely response, problem resolution and escalation.
• Report all activities taken toward resolving customer issues.
• Where required, support customers during run time activities and provide online troubleshooting support and resolution.
• Ensure compliance with applicable external and internal regulations, procedures and guidelines.
• Live Hitachi Energy's core values of safety and integrity.

What you'll need

• Sound electrical engineering background, with a 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.
• Availability to work in shifts and participate in ensuring 24/7 availability.
• Excellent communication and interpersonal skills, with the ability to converse with customers politely and effectively by telephone, live chat or e-mail (mandatory).
• Good command of English (mandatory).

Nice to have

• 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.
• Familiarity with industry standards, safety protocols and diagnostic tools used in the power and utilities domain.
• Ability to speak other languages.

Details

• Location: Chennai, Tamil Nadu, India.
• Full-time employment.
• Not remote.
• Shift work with 24/7 availability.