Technical Support Engineer - Communication protocols & Ethernet Networks

GE Vernova•Markham, ON

8d•CA$110,500 - CA$160,500•Onsite

About The Position

Networks and Communications Engineers in the Customer Support Level 3 (global) team are Engineers specialized in communication protocols and Ethernet-based networks in the Grid Automation (GA) domain. They are fully engaged in providing technical support to GA Sales/Business Development teams, Product Management, and Products R&D. This role requires technical leadership, teamwork, and the ability to adapt to evolving technologies in grid automation communication. The engineer will mentor junior team members and colleagues, solve problems, and contribute to team and self-objectives, impacting short-term and some long-term business goals. Customer interactions are integral, representing the Product Line as a domain expert.

Requirements

Engineering degree (Communications/Network or closely related discipline)
In-depth understanding of communication protocols (serial and Ethernet) and system engineering processes used in substation automation systems
10+ years in industrial communications in the power system or similar industrial domain, or advanced degree qualification, in lieu of less experience
Ability to travel (globally) up to 10% of time.

Nice To Haves

Awareness of cybersecurity standards and considerations relevant to substation automation systems and IEDs
Proficiency with presenting and demonstrating technology solutions to customers
Fluent in English; an additional language will be a plus
Work in close collaboration with a multi-site team of experts
Excellent Interpersonal and leadership skills.
Ability to work in small teams.
Lead initiatives of moderate scope and impact.
Ability to work in several projects simultaneously.
Effective problem identification and solution skills.
Proven analytical and organizational ability.
High level of flexibility to adapt to continuous changing business needs in support.

Responsibilities

Provide L3 technical support on assigned product platforms, covering both pre-sales and post-sales tasks.
Proactively develop team expertise on other Products platforms.
Investigate reported communication and network-related issues related to the range of products, with emphasis on IEC 61850 and Ethernet networks.
Develop Application Notes, articles, and guidance notes to drive product sales and facilitate GA project delivery.
Resolve customer complaints (ACT) on products and prepare necessary customer communication such as Customer Technical Reports.
Be accountable for resolving most critical cases such as communication disconnections.
Perform site visits as necessary for gathering evidence for analysis, troubleshooting, or customer meetings.
Provide product/applications training on new products and product evolutions; develop and update training modules as necessary.
Conduct customer training in selected cases and train the trainers from regions.
Lead or contribute to customer events such as regional roadshows or seminars, in-depth training, and pilot projects involving new technology.
Collaborate with R&D: contribute to product roadmap as required, e.g., validation of new products and product evolutions.
Maintain broad awareness of GA Product efforts to assure technical quality excellence, timely completion of work and reviews, appropriate use of resources, and responsiveness to customer needs.
Provide technical leadership in communications in power systems.
Participate in industry working groups and conferences, and influence the evolution of strategic technologies.
Work with PL teams on application and implementation of new/evolving standards and technologies in the product roadmap.