Solution Engineer - Customer Connect Center

The Opportunity

Hitachi Energy Service is a trusted lifecycle partner, providing customers with secure, sustainable, and innovative service solutions, globally. Our Service offerings empower customers & partners to holistically manage the asset lifecycle-from start-of-life (e.g., Install & Commission), through services designed to strengthen operational-life (e.g., Upgrade, Repair & Extend), to end-of-life activities (e.g., Replace & Decommission).

How you'll make an impact

• You will be receiving Customer calls, E-mails, web enquiries and log good case in Sales force tool.
• You will monitor Case Log hourly and daily basis and work internally and with customer to resolve and close open cases, keep learning about Hitachi Energy products and services and Cases to upgrade knowledge and skills to be able to increasingly resolve level 0 to level 2 type customer issues with minimal support from others in organization.
• You will demonstrate empathy towards customer and work towards increasing customer satisfaction in every touchpoint with customer and be a team member, be available to work in shift, if need be, to support 24/7 availability to customers.
• You will develop and maintain good work relationship with all major stakeholders Asia and ME region, spot and generate prospects for additional business.
• You will maintain Close coordination with CCC team located in India and other regions to help in seamless customer service.
• You will be responsible to ensure compliance with applicable external and internal regulations, procedures, and guidelines.
• 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.

• Sound electrical engineering background, bachelor's degree or higher.
• Prior experience of being in Customer support role needed for 1 to 3 years.
• High focus on customers and their needs. Intrinsic attitude to drive innovation and improvement.
• Readiness to travel (if required) on global basis for trainings or meetings. Past experience in Customer facing roles would be preferred.
• Any experience of troubleshooting and/ or testing of GIS, HV equipment's, transformers or similar electrical equipment in power plants/substations etc. will be an advantage.
• Excellent communication skills, Interpersonal skills and ability to converse with customers in polite and effective manner though telephone or e-mail is a mandatory skill set. Good command of English mandatory; ability to speak other languages (Arabic / Thai or Hindi and other regional Indian languages is an added advantage).

• Up to 30 days full paid leaves per year
• Flexible Benefit program (Supplementary Pensions included)
• Medical Insurance (outpatient and inpatient)
• Long service awards
• Flexible Working (subject to role)