Technical Support Engineering Coordinator - Solon, OH

Technical Support Engineering Coordinator

We are seeking technical, self-motivated professionals 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 Engineer 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.

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A Day In The Life

• 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 knowledge-base to drive customer self-service and to expand available technical knowledge for employees

• Troubleshoot hardware and firmware issues
• Troubleshoot TCP/IP, RF, and serial communication issues
• 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

What will help you thrive in this role?

• Bachelor’s Degree in an Engineering/Technology field.
• Associate’s degree in an Engineering/Technology field with two years of related experience.
• Five years of related experience.
• One year plus of customer facing technical 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

Preferred:

• General knowledge of electric, water, or gas utility distribution systems and networks

Physical Demands:

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