The Sustaining Services Engineer (SSE) will be responsible for overseeing the resolution of highest level customer technical issues within the US Siemens eMobility product portfolio. This engineer will act as a lead in the electric vehicle charging infrastructure center of competency. The role will require the ability to analyze both hardware and software logic errors, engage with development engineering leadership, directly interact with end users/customers, and assemble teams that will drive issues to quick resolution.
This position may require field travel and work, to gain the level of competencies required to act as the localized expert for issue resolution. Additionally, this role will be the final escalation path for remote field triage, starting with level one customer call centers and moving through various Siemens technical support escalations. This position will report directly to the Head of Managed Services for Siemens Future Grids, in North America.
As part of a growing business unit, within the overall Siemens Future Grid segment, you will enjoy the excitement of working for a small startup company, while having the support of a large OEM. Come work on a team that is driving change in the electrification of our transportation industry.
- Technical issue resolution for the top 5% of eMobility engineering escalations.
- Engagement with manufacturing, design engineering, supply chain, and team leadership to oversee the total solution for our customers.
- Developing field repair plans and technical papers, to instruct the US field service teams in repair methods and procedures.
- Monthly field issue analytics, as a method for providing product quality feedback to manufacturing and engineering teams.
- Provide timely customer communication, keeping them aware of lead times to issue resolution.
- Requesting field resources to facilitate final solutions, or to roll-out national TSB's & updates.
- Maintain high levels of product portfolio competency, through engagement with the product line management teams.
- Generate training material for level 1 and level 2 technical support team members (call centers, field technicians, etc)
- Bachelor's degree in Power Electronics, Electrical Engineering, or related electrical trade certifications.
- A minimum 3 years of field experience in power distribution, power electronics, PLC / SCADA devices & programming, UPS systems, or other related industrial electrical equipment diagnostics.
- Optimal candidates have experience in electric vehicle charging technologies, in either design or installation services & field diagnostics.
- Proven experience in managing time and material resources
- Proven experience in managing critical customer relationships and communication
- Firm understanding of industrial communication protocols (Modbus, OCPP, BACnet, and others)
- Demonstrable ability to use a laptop as a diagnostic tool (networking diagnostics, pushing local FW/SW updates, using Siemens platforms to engage with hardware devices, etc)
- Fundamental understanding of NEC standards
Job ID: 190759
Organization: Smart Infrastructure
Company: Siemens Industry, Inc.
Experience Level: Mid-level Professional
Job Type: Full-time
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