Technical Support Engineering Coordinator- Solon, OH or Saint Louis, MO

Hubbell Incorporated•Solon, OH

About The Position

This position is for a technical, self-motivated professional to engage with Aclara customers in the water, gas and electric utility space to respond to and resolve technical issues with our products. The primary performance indicator is meeting customer service-level agreements by communicating with Aclara customers on their support cases opened via multiple communication channels (including customer portal, phone, and e-mail). The technical support group is part of Aclara, which is part of the Hubbell Utility Solutions division with offices in multiple locations. A successful Aclara Technical Support Engineering Coordinator (TSEC) develops and maintains a deep understanding of the capabilities and operation of Aclara proprietary products to resolve customer issues or escalates to other internal groups. A critical component of this position is the ability to synthesize and assess data to understand that every customer interaction presents an opportunity to foresee and prevent other related issues in the future. The technical support team is committed to treating our customers as long-term partners and this role is an integral part of that commitment and requires excellent communication skills, motivation to learn, and the drive to help others succeed - both internally and externally.

Requirements

Bachelor’s Degree in an Engineering/Technology field or
Associate’s degree in an Engineering/Technology field with two years of related experience
Four years of related experience in lieu of degree
One year of customer facing support experience
Experience with standard office productivity products such as Microsoft Word, Excel, Access and PowerPoint
Experience with Oracle PL/SQL, UNIX/Linux
Effective written and verbal communication skills
Ability to clearly and accurately communicate detailed technical information to users with various levels of technical understanding
Able to meet deadlines and thrive in dynamic work environment
Outgoing, personable, and enjoy working directly with customers
Self-motivated and able to work effectively alone as well as part of a team

Nice To Haves

General knowledge of electric, water, or gas utility distribution systems and networks
One year of customer facing support experience in a related technical capacity

Responsibilities

Provide triage support for Aclara product lines (software head end, collector, communication links, endpoint, integrations and business processes)
Update and maintain information on customer issues within our CRM system
Ensure compliance in meeting Aclara maintenance agreements through timely response and issue resolution
Own customer issues and provide consistent updates and communication to customers through resolution process that may involve other internal groups or vendors
Understand the audience and communicate technical information in an understandable way to customers in various utility roles (e.g. field, office, management, executive)
Contribute to the creation and maintenance of content within our product knowledgebase to drive customer self-service and to expand available technical knowledge for employees
Troubleshoot issues that include TCP/IP, RF, serial communication, hardware and firmware
Utilize critical thinking and troubleshooting skills to perform root-cause analyses; use incomplete information to drive issues to resolution
Collaborate internally with colleagues and management across departments to resolve issues, and to improve Aclara products
Develop custom queries and analyze code within SQL Server and Oracle databases to identify, and correct unexpected system performance
Create custom scripts and tasks to provide solutions, temporary software workarounds, and gather information used in troubleshooting
The ability to be available 24/7 on-call as-needed when scheduled