What you’ll do:

This Product Engineer role provides customer-oriented application engineering balanced with technical systems support expertise.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 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 role you will:

• Gain in-depth technical knowledge of features, capabilities, and limitations of Grid Advisor sensor line as well as other related Distribution Automation hardware and software solutions;
• Use 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.

Qualifications:

Required Basic Qualifications:

• Bachelor’s degree from an accredited institution.
• Minimum 3 years of engineering experience, highly technical marketing experience, or technical support with distribution automation and/or substation automation technologies.
• Legally authorized to work in the United States without company sponsorship.
• Travel up to 20% to provide onsite services and/or support at customers’ premises.
• Hybrid Work Schedule

Preferred Qualifications:

• Bachelor’s Degree in Engineering from an accredited institution.
• 5 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.

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Skills:

Position 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.
• 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.