Join Our Innovative Team as a Support Engineer – Photovoltaic Solutions!

At Siemens Global Business Services (GBS), we are at the forefront of shaping the future of Shared Services, supporting organizations across all industries worldwide. Our mission is to deliver value-driven, high-quality solutions tailored to our customers' specific needs, seamlessly integrating, digitalizing, and optimizing business processes, especially in industrial engineering.

Are you a highly skilled and experienced engineer with a passion for photovoltaic energy and a talent for solving complex technical challenges? Do you excel at providing expert post-installation support and thrive in a dynamic, client-facing environment? If so, we invite you to join our growing team!

We are currently seeking an experienced Support Engineer – Photovoltaic Solutions with substantial industry experience in providing expert post-installation support. This role is based at Siemens GBS Mexico, with a travel requirement of up to 50% (US).

Your Mission:

You will be the technical expert for all complex post-delivery issues related to Siemens GT PV solutions. Your strong technical expertise in photovoltaic energy, combined with exceptional analytical and communication skills, will enable you to solve intricate technical challenges. This role involves direct interaction with clients, close cooperation with multidisciplinary teams and suppliers, and the delivery of agile solutions. Success in this position requires thorough technical data analysis, the ability to automate processes, proficiency in artificial intelligence tools, and a highly organized, process-oriented work methodology.

Key Responsibilities You'll Own:

• Technical Authority: Serve as the primary technical authority for all complex post-delivery issues related to Siemens GT PV solutions, providing expert guidance and high-quality technical solutions.
• Escalated Support Resolution: Address and resolve escalated support cases, ensuring customers receive top-tier technical support for any challenges encountered after installation.
• AI-First Approach: Champion the use of AI-powered tools and foster an "AI-first" approach to support activities, encouraging the integration and adoption of AI technologies to streamline processes, enhance troubleshooting accuracy, and elevate the overall customer experience.
• Advanced Troubleshooting: Systematically identify, analyze, and resolve advanced problems with firmware, software, and hardware for integrated inverter systems, ensuring optimal performance and reliability.
• Cross-Functional Coordination: Coordinate effectively with factories, suppliers, and third-party partners to address technical issues both before shipment and on-site, ensuring swift resolution and seamless system operation.
• Driving Technical Improvements: Engage with cross-functional teams (case managers, project managers, field service, engineering, and quality) to escalate issues, drive technical improvements, and provide feedback to guide product and service evolution.
• Cost Recovery Support: Assist project managers with technical analysis for cost recovery efforts with clients and suppliers, providing detailed technical data to justify project costs and facilitate negotiations.
• On-Site Evaluations & Field Service: Participate in on-site evaluations and coordinate field service mobilization as required, conducting site visits to assess issues directly and organizing field team deployments.
• Customer Communication: Review release notes and provide clear, interpretive technical explanations for both internal teams and customer-facing communications.
• Solution Optimization: Advise on the most effective solutions, balancing cost efficiency and customer expectations to recommend technically and commercially optimal approaches.
• Thorough Documentation: Maintain thorough documentation of technical issues and resolutions in the ticketing system to enable trend analysis, root cause identification, and continuous service improvement.
• Technical Training: Deliver comprehensive technical training to the Global Customer Care team, sharing knowledge and best practices to empower support staff.
• Quality Improvement Initiatives: Lead quality improvement initiatives for third-party components in collaboration with procurement and supply chain, enhancing overall system performance.
• Process Standardization: Drive process standardization to improve the customer experience, implementing and promoting best practice support procedures.
• Service Expansion Support: Support the extension of technical support services across Electrification and Automation product lines, contributing to plans for broader technical support coverage.
• Industry Standards Compliance: Stay up to date with relevant industry standards such as IEEE, IEC, and NERC PRC, ensuring all GT PV solutions meet current technical and safety regulations.

What You'll Bring (Basic Qualifications):

• Bachelor’s degree in Electrical Engineering, or a related area (or comparable experience).
• 3+ years of technical support background with PV or integrated power solutions.
• Proven expertise in diagnosing and resolving issues related to firmware, software, and hardware components.
• Familiarity with Siemens GT PV systems, inverter technologies, or equivalent integrated power solutions.

Even Better If You Have (Additional Qualifications):

• Experience with AI technologies, or a keen interest in learning about them, along with a commitment to ongoing improvement.
• Strong communication and negotiation abilities, including translating complex technical concepts and proactively advocating for customers.
• Experience with utility-scale PV inverters and integrated power systems.
• Familiarity with grid codes, SCADA, Modbus, IEC 61850, system commissioning, and performing field diagnostics.
• Knowledge of IEEE, IEC, and NERC PRC standards relevant to GT solutions.
• Ability to use AI tools for supporting workflows, troubleshooting issues, and conducting root-cause analysis.
• Proficiency in Microsoft 365, focused on process optimization and managing projects effectively.
• Skilled at working within a distributed organization and driving change to support company, team, and customer objectives.

If you are a driven, analytical, and customer-focused engineer ready to make a significant impact in the renewable energy sector, we encourage you to apply!

Join Siemens GBS and help us power the future with sustainable solutions!

Siemens is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.