Mission Statement

Contact Center Customer Service: Technical provides post-sale technical customer service to business or end-consumer customers via phone, online chat, or text including: Responding to a high volume of low complexity technical inquiries (e.g., equipment or software installation/activation/troubleshooting, providing technical product specifications & information on compatibility with other products, etc.). Providing responses to customer inquiries based on pre-determined scripts and other response guidance tools. Recommending alternative products or services (e.g., warranties) as part of customer issue resolution This position is not compensated based on achievement of sales targets. Work Environment: Typically located in a call center environment An Experienced Professional (P2) applies practical knowledge of job area typically obtained through advanced education and work experience. May require the following proficiency: Works independently with general supervision. Problems faced are difficult but typically not complex. May influence others within the job area through explanation of facts, policies and practices.

• Lead & drives functional excellence in engineering solution and provide knowledge base, services, and technical understanding for the Power & Energy Industries applications as per the industry standards and its regulatory requirements.
• Manage all aspect of project life cycle from pre-sale proposal support, Engineering, and site support as per the scope. He/ She will be reporting to the Hub Commissioning Manager.
• Must be able to work independent and handle technical tasks and activity on CRP/SAS/HMI as well as any 3rd party interfaces as applicable in the projects.
• This may include travel for short- or long-term work assignments within India or overseas for customer meetings, project training and site support.
• Organizes and schedules job tasks with her/his team. Provides leadership to the assigned team & Drive Productivity.
• Manage team in terms of people development and issue resolution. Manage Global stakeholder including the regional solution teams or Global Program Managers.
• Working in conjunction with the Hitachi energy Commissioning Department to assist in the installation, commissioning, and fault resolution of CRP Protection, RTU, communications Networks and Protection systems installed base.
• Maintain the reporting of subordinates and provide job responsibilities.
• Provide technical support to both customers and colleagues in evaluating technical requirements and answering associated technical queries.
• Assist Sales & Tendering to impart customer and site-specific experience and knowledge.
• Assist with customer approval activities such as Type Registration (standardization) and customer specific designs.
• Preparation of technical & test specifications, test reports, IEC61850 files and design drawings etc.
• To ensure compliance with Quality Management System, Safety Procedures and Accountancy Policies. Help to maintain customer spares and customer standby systems.
• Preparation of method statements, risk assessments for onsite work activities.
• Valued team member who is equally capable of lone working and working as a member of a team.
• Living Hitachi Energy's core values of safety and integrity, which means taking responsibility for your own actions while caring for your colleagues and the business.

• BE in Electrical / Electrical & Electronics Engineering.
• Minimum 5-8 years of experience in Substation automation system with strong knowledge on protection system in Control & Relay Panels.
• Hands on Experience of Substation automation, communication systems and protection testing of relays.
• Strong knowledge on CRP scheme testing, all voltage level schematic, protection requirements & Testing & RTU etc.
• Knowledge on other manufacturer substation Automation software's.
• Experience in Router and firewall configuration.
• Knowledge on communication protocol - IEC 61850 , IEC 60870 - 5-101 , 103 ,104, LON , SPA , DPN3 , Modbus etc.
• Strong background in Protection testing and working with power transmission and distribution protection solutions.
• Proficiency in both spoken & written English language is required.