Senior Support/Solutions Specialist

The opportunity:

Hitachi Energy's Grid Automation business unit has a comprehensive portfolio of solutions. These range from substation automation, communication networks, grid automation services, grid edge solutions to enterprise software solutions. These solutions address all key segments connected to the energy system including generation, transmission distribution, industries, transportation and infrastructure sectors.
Hitachi Energy's Grid Automation business unit supports 50% of the top 250 global electric utilities. Our Grid Automation hardware, software and services portfolio unites deep domain knowledge and innovative technologies that enable customers across the globe to optimize the critical systems that power, move and connect us. Together, we're building a more productive and sustainable world.

• You will deliver extensive industry and software expertise for the assigned Hitachi Energy software solution, help customers identify and resolve problems, provide guidance, and help those customers achieve their desired business results.
• You will engage in proactive and independent self-study to develop knowledge of the software package and associated business understanding. You will understand, troubleshoot, analyze, and resolve software issues reported to CX by customers or Hitachi Energy implementation staff, apply and utilize knowledge gained from industry/product expertise and technical understanding to quickly identify issues and render solutions.
• You will prioritize tasks and accurately document the nature of the reported problem, must be able to effectively assess the problem at hand and understand the business magnitude of the particular issue to the customer all while keeping the big picture in mind.
• You will be the customer's advocate by representing their needs and concerns inside of Hitachi Energy, receive and respond promptly to all customer inquiries and understand, troubleshoot, analyze and resolve reported cases.
• You will engage internal cross-functional teams, e.g., product management and development teams as necessary to resolve issues and ensure that customer inquiries are resolved in a timely manner.
• You will build strong relationships with both customers and Hitachi Energy Power Grids on-site personnel to help make every customer experience positive and serve as an escalation point for issues beyond the scope of Customer Experience.
• Living Hitachi Energy's core values of safety and integrity, which means taking responsibility in own project actions in the site.

• You hold bachelor's Degree - Engineering, Business/Economics and Information Systems degrees preferred.
• Experience in the Energy or related industry experience in the Power & Utilities industry. This can be either in the technical or business/customer support area.
• In-depth understanding of LNG market dynamics (e.g. pricing indices, transport, regasification, storage and pipeline transmission, and its input as a fuel into power generation. Familiarity with gas-to-power value drivers would be critical.
• Work with mathematical concepts behind an algorithm-based optimization engine (e.g. optimization, linear programming, mixed integer linear programming). General familiarity in IT (database technologies, web technologies, integration) as well as agile learning ability to pick up new technologies processes.
• Interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables, combine technical understanding and industry/product knowledge in order to quickly identify issues and render solutions. Must be able to step back, assess the problem at hand and understand how important/unimportant the particular issue is to the customer all while keeping the big picture in mind.
• Strategic Business Acumen and problem-solving skills. Must thrive in a fast-paced, time-compressed and dynamic environment, strong understanding of the power and utilities sector in Japan, with a familiarity of the concepts behind generation dispatch optimization, transmission constraints, fuel input prices, and load forecasting. Excellent time management, decision-making, presentation, relationship, and organizational skills & native Japanese language skills & business-level English language skills.

• Working hours: 900-1730 (1hr break). Flex time is applicable.
• Hybrid working style applicable.