Senior Smart Grid Product Support Engineer

Job description

Eaton’s ES AMER ESS division is currently seeking a Senior Smart Grid Product Support Engineer.

The expected annual salary range for this role is $93750.03 - $137500.04 a year.

Please note the salary information shown above is a general guideline only.

Salaries are based upon candidate skills, experience, and qualifications, as well as market and business considerations.

**What you’ll do:**

Eaton’s Utility Digital Solutions Division (UDS) is seeking a Product Support Engineer for UDS Grid Sensor products.

The Product Support Engineer may be based at any of our US Eaton facilities with a preference of being located near our Plymouth MN office.
Position Overview:

This Product Support Engineer role is a hybrid position requiring technical systems support expertise balanced with a customer-oriented services mindset.

The Engineer will oversee all technical aspects of the customer installation and configuration of Grid Sensor products and related systems at customer facilities, including responding to support requests from existing Grid Sensor users.

In addition, the Product Support Engineer is responsible for working with the Product Management team in pre-Sales activities, relay VOC to Marketing and over time improve the supportability of the overall product.

**In this position you will:**

+ Gain in-depth technical knowledge of features, capabilities, and limitations of GridAdvisor sensor line as well as other related Distribution Automation hardware and software solutions;using this knowledge to independently make decisions on issue resolution with customers
+ Provide continuous improvement of product line by assisting with testing hardware and software as it pertains to specific product support questions or concerns.
+ Work with a cross-functional team to assist with product pilot programs, deployments, and product strategy changes (for customer operations),
+ Collaborate with Technical Support team as an expert on GridAdvisor and related distribution automation products, be a point of escalation for exceptional problems, and contribute directly to customer technical support by phone and email during peak periods.
+ Provide Subject Matter Expertise to other Professional Services personnel, including within system deployment projects run by a Project Manager, or as part of Technical Support collaboration.
+ Guide customers on strategies to meet their distribution automation business needs.
+ Expand Subject Matter Expertise through pre-sales support, including contributing to a technical RFP response knowledge base, answering technical questions for prospective customers, attend 1-2 tradeshows a year, and performing demos.
+ Provide expertise to assist the customer in making decisions to properly utilize product features to achieve the customer’s expected value.
+ Validate the integrity of solutions with a zero defects mentality.
+ Contribute to customer training on the installation, operation, and maintenance of Eaton Distribution Automation hardware, software, and systems with a focus on the GridAdvisor product line.
+ Lead and participate in cross-functional collaborations to resolve complex issues.
+ Communicate with customers by phone, email, and Microsoft Teams, and other service management tools.
+ Own accountability for achieving key performance indicator (KPI) targets.
+ Grow Eaton knowledge base by creating, revising, and peer reviewing KB articles.
+ Pursue continuous learning to achieve in-depth knowledge of grid sensor and other distribution automation features, capabilities, and limitations and apply this knowledge to independently make decisions on issue resolution with customers.
+ Take part in, and provide feedback to, new product release gating processes and reviews when needed to provide a customer-facing perspective.
+ Work closely with Offer Management/Product Management to provide VOC and technical product support feedback.
+ Ensure product documentation and support materials meet the customer's needs and provide feedback to management and development teams to improve if they do not.
+ Travel up to 50% to provide onsite services and/or support at customers’ premises

**Qualifications:**

**Basic Qualifications:**

+ Bachelor’s degree from an accredited institution
+ Minimum 5 years of engineering experience, technical marketing experience, or technical support with distribution automation and/or substation automation technologies.
+ Eaton will not consider applicants for employment immigration sponsorship or support for this position.

This means that Eaton will not support any CPT, OPT, or STEM OPT plans, F-1 to H-1B, H-1B cap registration, O-1, E-3, TN status, I-485 job portability, etc.
+ Must have active and valid passport
+ Ability to travel up to 50% of the time

**Preferred Qualifications:**

+ Bachelor’s degree in a technical discipline such as Electrical Engineering, Computer Engineering, Computer Science or Information Technology, from an accredited institution.
+ 7 years of engineering experience or technical support with distribution automation technologies.
+ Experience with Utility Grid Automation equipment and practices.
+ Experience with Utility Business processes.
+ Working knowledge of networking and communications systems
+ Experience related to measurement and verification specifically for transmission line or distribution line sensor data
+ Experience using software such as customer relationship management (CRM), IT service management (ITSM), service desk, or similar applications.
+ Experience participating in a well-known service management practice (e.g., DevOps, ITIL).
+ Member of an engineering society.

**Skills:**

**Success Criteria:**

+ Ability to collaborate across all levels and departments of Eaton as necessary.
+ Knowledge of products, sales, project management and customer management.
+ Demonstrated experience managing utility customer relationships.
+ Ability to manage competing priorities, resource constraints, and competing customer demands.
+ Ability to lead using communication, interpersonal, teamwork, and conflict management skills
+ Knowledge of Eaton electrical products, applications, and sales channels.

Knowledge of or ability to learn EAS electrical products and applications.

The application window for this position is anticipated to close on 10.28.25

We are committed to ensuring equal employment opportunities for all job applicants and employees.

Employment decisions are based upon job-related reasons regardless of an applicant's race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, marital status, genetic information, protected veteran status, or any other status protected by law.

Eaton believes in second chance employment.

Qualified applicants with arrest or conviction history will be considered regardless of their arrest or conviction history, consistent with the Los Angeles County Fair Chance Ordinance, the California Fair Chance Act and other local laws.

You do not need to disclose your conviction history or participate in a background check until a conditional job offer is made to you.

After making a conditional offer and running a background check, if Eaton is concerned about conviction that is directly related to the job, you will be given the chance to explain the circumstances surrounding the conviction, provide mitigating evidence, or challenge the accuracy of the background report.

To request a disability-related reasonable accommodation to assist you in your job search, application, or interview process, please call us at 1-800-836-6345 to discuss your specific need.

Only accommodation requests will be accepted by this phone number.

We know that good benefit programs are important to employees and their families.

Eaton provides various Health and Welfare benefits as well as Retirement benefits, and several programs that provide for paid and unpaid time away from work.

Click here (https://www.youreatonbenefits.com/candidates) for more detail: Eaton Benefits Overview.

Please note that specific programs and options available to an employee may depend on eligibility factors such as geographic location, date of hire, and the applicability of collective bargaining agreements.

Required Skill Profession

Other General