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Technical Support Engineer (U.S.)

Date: May 6, 2022

Location: St. Louis, MO, US, 63146 Solon, OH, US, 44139

Company: Hubbell Incorporated

Corporate Overview
Hubbell Incorporated was founded in 1888 and has grown into an international manufacturer of quality electrical, lighting and power solutions with more than 75 brands used and recognized around the world. Our founder, Harvey Hubbell, developed tooling and equipment to serve the growing demand for new assembly and manufacturing machinery during the industrial revolution. An early, and one of many patents awarded, came for the creation of the first practical method to control electricity through the pull chain socket that remains unchanged today. As a market leader in reliable, electrical solutions, we provide more than half a million products delivered through our various business groups. Hubbell is committed to continually innovating solutions that work, transforming old products with new ideas, and ensuring that we Energize, Enlighten and Empower the communities that support us.
 
Division Overview
Hubbell Power Systems (HPS) engages in the design and manufacture of a wide variety of products used by utilities. Today, HPS is deeply engaged in product solutions for OSP Communication utility purposes, and has been actively growing that segment of the business. HPS roots have historically been in high voltage transmission, distribution, substation, underground products used by electric utilities. HPS products are also used in the civil construction, transportation, gas and water industries.

At HPS, we build products that provide mission critical infrastructure and that deliver communications and power to millions of people worldwide. In our business, failure is not an option. Therefore, we manufacture products of uncompromising integrity and it starts with our quality policy. We hold our partners, our suppliers and ourselves to the highest standard to ensure we exceed all the technical and functional expectations of our customers.

Hubbell Incorporated engages in the design, manufacture, and sale of electrical and electronic products in the United States and internationally. It operates in three segments: Electrical, Power, and Industrial Technology.

Position Overview

To engage with Aclara's Customers in the water, gas and electric utility space to ensure that they have a great experience with Aclara and realize success with our products. At a core-level, this involves meeting service-level agreements by communicating with Aclara Customers on their support cases opened via our Customer portal, phone, and e-mail but extends well-beyond simply that. The Aclara Technical Support Engineer gains a deep understanding of the capabilities and operation of many of Aclara's proprietary products and not only resolves immediate Customer issues, but understands that every Customer interaction presents an opportunity to foresee and prevent potential future issues. 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. We treat our Customers as long-term partners and this position requires excellent interpersonal skills, the motivation to learn and the drive to help others succeed - both externally and internally to Aclara.

Duties and Responsibilities

  • Enter and maintain information on Customer issues in Aclara's CRM.
  • Use troubleshooting skills that enable using incomplete information to take proper steps to drive issues to resolution.
  • Apply Knowledge-Centered Support practices to contribute and maintain content within Aclara's knowledgebase.
  • Understand the audience and communicate technical information to Customers in varying utility positions.
  • Work within SQL Server and Oracle databases by crafting custom queries and analyzing code and its output for unexpected behavior.
  • Build custom scripts and basic tasks within Microsoft Windows operating systems for software workarounds and troubleshooting purposes.
  • Understand and troubleshoot hardware and firmware issues at an operational level.
  • Understand and troubleshoot TCP/IP, radio and serial communication links.
  • Work internally with colleagues and management across departments to resolve issues and work to improve Aclara products.
  • Assist customers with on-site support during the initial startup and deployment phase of their systems.
  • Provide training as vital to internal and external customers.

Skills and Experience

  • One or more years of Customer interfacing experience and technical support.
  • Experience with Microsoft products (Windows Operating Systems, Office applications); Oracle PL/SQL; UNIX/Linux.
  • Excellent written and verbal communication skills including the ability to communicate detailed technical information to an audience with various levels of technical understanding.
  • The ability to operate in a fast-paced atmosphere.


Preferred:

  • General knowledge of the power distribution system.

Education

Bachelors Degree
Associates Degree in Engineering General or Information Systems

 

Hubbell Incorporated, its subsidiaries and affiliates, is an EO Employer AA: M/F/Veteran/Disability. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status, sexual orientation, gender identity or any other protected class.


Nearest Major Market: St Louis

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