Senior Support/Solutions Specialist

General information:

Be a part of the most highly regarded, easily accessible market and product knowledge team in the energy software industry. Develop an understanding of how our customers do business and what role our products play in that business. Your ability to convey that understanding to anyone, anywhere, at any time will be paramount. You will work individually and within a team of expert software professionals to respond to specific customer needs and be a key liaison to Hitachi Energy software customers. You will work directly with the customers and may occasionally travel to the customer site.

You will resolve software issues and questions reported to customer Experience (CX) by customers or on-site Hitachi Energy implementation staff on behalf of customers. You will need to deliver professional and courteous service and promote value-add, productive, and positive relationships with customers in your assigned portfolio during day-to-day interactions and engage with the customer in a senior support specialist/customer advocate role on their use of the software.

• 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.

• 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.