Technical Support Engineering Coordinator - St. Louis, MO

Job Overview

The Technical Support Engineering Coordinator engages with Aclara's Customers in the water, gas and electric utility space to optimize Customer experience, operate as a Center of Excellence and realize success with our products. The primary performance indicator is meeting customer service-level agreements by communicating with Aclara Customers on their support cases opened via all communication channels (including Customer portal, phone, and e-mail). A successful Aclara Technical Support Engineer develops and maintains a deep understanding of the capabilities and operation of Aclara's proprietary products to resolve immediate Customer issues or escalate according to procedural documentation. 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 more broad and impactful issues that potentially impact other customers now or in the future. The Aclara Technical Support Engineer will also work to understand various utility business needs and develop innovative solutions using our standard products to satisfy these needs. The support team is committed to treating our Customers as long-term partners. This position is an integral part of that commitment and requires excellent communication skills, the motivation to learn, and the drive to help others succeed - both externally and internally to Aclara.

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A Day In The Life

• Provide triage support for Aclara product lines (Head End, Collector, Communication Links, Endpoint, Integrations and Business Processes)
• Enter and maintain information on Customer issues in Aclara's CRM (including all applicable Hubbell systems)
• Ensure compliance in meeting Aclara’s maintenance agreements through timely response and issue resolution
• Take ownership of Customer issues and provide consistent updates and communication to Customers through resolution
• Understand the audience and communicate technical information to Customers in various utility roles (e.g. field, office, management, executive)
• Utilize Knowledge-Centered Service practices to contribute to the creation and maintenance of content within Aclara's knowledgebase to drive Customer self-service and reduce employee onboarding.

• Troubleshoot hardware and firmware issues at design and operational levels.
• Troubleshoot TCP/IP, radio and serial communication links
• Use critical thinking and troubleshooting skills to perform root-cause analyses; use incomplete information to drive issues to resolution
• Work internally with colleagues and management across departments to resolve issues and work 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 and when scheduled

What will help you thrive in this role?

Education, Skills & Experience

• Bachelor’s Degree in an Engineering/Technology field.
• Associates Degree in an Engineering/Technology field with two years of related experience.
• Five years of related experience.
• One year of Customer interfacing and technical support experience
• Experience with standard office productivity products such as Microsoft Word, Excel, Access and PowerPoint; Oracle PL/SQL; UNIX/Linux
• Advanced written and verbal communication skills
• Ability to communicate detailed technical information to an audience with various levels of technical understanding
• Able to meet deadlines and thrive in a constantly changing and fast-paced 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

Preferred:

• General knowledge of the power distribution system

Physical Demands:

• Ability to travel domestically and/or internationally up to 10% throughout the year, as needed
• Ability to sit or stand for extended periods
• Ability to lift up to 25 lbs

Hubbell Incorporated

 

Hubbell creates critical infrastructure solutions that power our customers, communities, people and the planet. Our company is strategically aligned around enabling grid modernization and electrification. As more products plug in to an aging grid, Hubbell solutions enable the transition to a more reliable, resilient and efficient energy infrastructure. Founded in 1888 our innovation has made us a leading global manufacturer of high quality electrical and utility so