As a Remote Support Engineer, you'll play a crucial role in providing proactive and reactive support for electrical distribution systems, leveraging data analytics to ensure optimal asset performance and customer satisfaction.
Responsibilities
- Possess a strong understanding of Electrical distribution with the ability to perform predictive / condition-based analyses of data generated by EAA Predictive into meaningful insights and actions.
- Extracts and analyzes data, runs analytics (software/expert-based).
- Observes health of assets, including condition-based analytics, and adjusts maintenance plans accordingly.
- Develops recommendations based on the data, creates reports, shares reports with customers, and provides direction to the customer as to actions required.
- Interacts with customers and provides remote troubleshooting (e.g., phone, chat, email, etc.) as needed.
- Acts based on customer requests to create cases, initiates work order creation to dispatch Field Services and/or engages Sales for service or product quotations.
- Interacts with Network of experts for advanced support of data analysis and recommendations to the customer.
Qualifications
The Remote Support Engineer must have a proven track record of:
- Providing excellent customer service and must possess a customer-focused mindset.
- Effective communication (written/oral/reading/listening), with a command of the English language.
- Ability to keep relevant stakeholders informed and build a network of relationships that would aid in business development.
- Ability to influence and convince.
- Ability to effectively manage time and remain organized across multiple activities along with an attention to detail.
- Curiosity and interest in new knowledge in various domains.
Minimum Knowledge & Skill Expectations
- Service experience with power/power monitoring equipment and industrial applications.
- Knowledge of electrical distribution systems and proficiency with one-line diagrams.
- Strong Technical writing and computer knowledge, fluency with Microsoft Office tools.
- Superior analytical abilities and high degree of proficiency in working with data
