Technical Support Engineer

Role Overview

Technical Support Engineer at Ralliant. The role covers worldwide customer support for Qualitrol Products including transformer monitoring, GIS monitoring, Grid Monitoring, and Circuit Breaker Monitoring for both pre-sales and post-sales activities.

Role Purpose

Serve as a technical expert supporting customers globally by diagnosing and resolving technical issues across Qualitrol monitoring solutions, collaborating with Engineering and Field Service departments, and delivering training to ensure customer satisfaction and optimal system performance.

Key Responsibilities

Troubleshooting & Technical Support

• Diagnose and troubleshoot technical issues for internal Field Engineers and external customers across monitoring devices including Transformer monitoring (TM1, TM3, TM8, DGA150, Online DGA, QTMS, QTMS-BM, ITM509, QPDM), Grid monitoring (IDM+, BEN 6000), GIS monitoring (QPDM Gen3), and Circuit Breaker monitoring (QBCM).
• Research and identify solutions to software and hardware issues.
• Ask customers targeted questions to quickly understand the root of the problem.
• Guide clients through a series of actions via phone, email, remote connection, or chat until technical issues are resolved.
• Provide remote support for installation, commissioning, maintenance, and repairs.
• Track issues through to resolution within agreed time limits.
• Provide prompt and accurate feedback to customers.
• Follow up with clients to ensure systems are fully functional after troubleshooting.

Integration & Protocols

• Troubleshoot communication protocols and provide online support configuring and integrating SCADA systems using Modbus, DNP3, and IEC61850.
• Support integration of different systems with knowledge of SCADA communication and IEC61850 protocols.

Escalation & Documentation

• Properly escalate unresolved issues to appropriate internal teams such as Engineering and Quality.
• Ensure all issues are properly logged in SalesForce.
• Document technical knowledge in the form of notes.
• Prepare accurate and timely reports.

Training & Customer Engagement

• Organize high-quality training sessions internally and to external customers.
• Deliver internal and external practical customer training.
• Maintain strong, professional relationships with clients.

Project & Field Support

• Provide post-sales assistance for CBM projects.
• Travel in support of the Field Service Organization.
• Prioritize and manage several open issues at one time.

Qualifications & Experience

• Relevant experience in technical support or equivalent such as field service or R&D.
• Experience in customer support, field service, customer experience, or relevant technical roles.
• Bachelor's Degree in Electronics Engineering or relevant field of study, preferred.
• Specific knowledge of Qualitrol Products is preferred, especially Online DGA, QTMS, QPDM, QBCM, and Grid monitoring solutions like BEN600 and IDM+.
• Working experience with Qualitrol monitoring solutions is highly valued.

Skills & Competencies

• Strong analytical and problem-solving skills with proven ability to troubleshoot and find practical solutions to complex issues.
• Excellent verbal and written communication skills with ability to interface with customers at different levels.
• Ability to communicate technical ideas and concepts clearly and in simple terms.
• Ability to understand and interpret detailed engineering documents, drawings, and wiring diagrams.
• Result-driven and self-reliant professional with strong technical background in monitoring of high voltage assets and their integration covering Transformer, Grid, GIS, and Circuit Breakers.

Additional Information

• Reference code: LI-SM1