Technical Support Engineer – ETRM at Hitachi Energy

You as a Technical Support Engineer – ETRM will be part of Hitachi Energy business based in Modderfontein, South Africa. Collaborating with our customers to build the relationships, teamwork and trust that enables the delivery of valuable solutions and superior customer services, and the customer is our highest priority. The Technical Support Engineer (TSE) is primarily responsible for providing support services to our customers on our Energy Trading and Risk Management (ETRM) installed solutions and the TSE will resolve technical and functional solution issues and questions reported to CX by our clients. The Customer Experience (CX) team are professionals with deep knowledge of our software solutions and a wide range of expertise including programming, system administration, business analysis, and database administration. CX is responsible for customer requests which are tracked from creation to resolution in our global case tracking system.

Your responsibilities

• Grasping, troubleshooting, analyzing, track, and take charge of customer issues and inquiries, guiding them to resolution and investigating and troubleshooting ETRM software problems.
• Furnishing prompt and precise feedback to customers and serving as a customer advocate, effectively conveying feedback between technical teams dispersed globally.
• Arranging regular customer meetings and deliver status updates to both internal and external stakeholders and overseeing all aspects of customer success, maintaining a comprehensive view of customer satisfaction.
• Quickly build customer relationships and foster trust and applying industry or product expertise and technical knowledge to promptly identify and address issues.
• Consistently deliver an exceptional customer experience and ensuring timely resolution of customer inquiries and concerns.
• Operating with minimal supervision, exercising independent judgment to provide outstanding customer support or experiences.
• Understanding the context and priority of various applications and associated support cases and identifying personal training needs and participate in Hitachi Energy training programs as directed by Management.
• Adhering to company health, safety, and environmental policies outlined in our values in action, ensuring individual and organizational potential is realized and to CX standards and procedures while suggesting improvements.
• 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.

Your background             

• A bachelor’s or master’s degree in computer science, software engineering or IT is required.
• Minimum 3 year of relevant experience in Technical Support Engineer or similar role supporting ETRM solutions is required.
• Understanding of development process flow (excluding coding abilities), Web technologies: C# / ASP.net (2.0, 3.0, 3.5, 4.0), HTML/XHTML, JavaScript, CSS, database technologies: Microsoft SQL Server / T-SQL Procedures; Oracle / PL/SQL Procedures, tools or utilities: Windows and Microsoft Office 365 applications, Salesforce, etc., SQL, Oracle, or varied database query writing skills, proficiency in Linux/UNIX/Mac/Oracle/windows environments and familiarity with Web Service and XML message-based systems such as ActiveMQ, JMS.
• Experience in power generation and transmission, utilities, or public infrastructure is desirable but not mandatory.
• Capable of establishing and maintaining effective working relationships at all levels within customer organizations and Hitachi Energy and Team player with self-directed, proactive, and action-oriented qualities.
• Proficiency in both spoken & written English language is required.