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Technical Support Engineering Coordinator - St. Louis, MO, Solon, OH

Hubbell Incorporated · St Louis, MO · 1 mo ago
ManagementFull-time

Job Overview

This position is for a technical, self‑motivated professional to engage with Aclara customers in the water, gas and electric utility space to respond to and resolve technical issues with our products. The primary performance indicator is meeting customer service‑level agreements by communicating with Aclara customers on their support cases opened via multiple communication channels (including customer portal, phone, and e‑mail). The technical support group is part of Aclara, which is part of the Hubbell Utility Solutions division with offices in multiple locations. A successful Aclara Technical Support Engineering Coordinator (TSEC) develops and maintains a deep understanding of the capabilities and operation of Aclara proprietary products to resolve customer issues or escalates to other internal groups. This role requires excellent communication skills, motivation to learn, and the drive to help others succeed – both internally and externally.

Key Responsibilities

  • Provide triage support for Aclara product lines (software head end, collector, communication links, endpoint, integrations and business processes).
  • Update and maintain information on customer issues within our CRM system.
  • Ensure compliance in meeting Aclara maintenance agreements through timely response and issue resolution.
  • Own customer issues and provide consistent updates and communication to customers through the resolution process, which may involve other internal groups or vendors.
  • Understand the audience and communicate technical information in an understandable way to customers in various utility roles (e.g., field, office, management, executive).
  • Contribute to the creation and maintenance of content within our product knowledgebase to drive customer self‑service and expand technical knowledge for employees.
  • Troubleshoot issues that include TCP/IP, RF, serial communication, hardware and firmware.
  • Utilize critical thinking and troubleshooting skills to perform root‑cause analyses; use incomplete information to drive issues to resolution.
  • Collaborate internally with colleagues and management across departments to resolve issues and improve Aclara products.
  • Develop custom queries and analyze code within SQL Server and Oracle databases to identify and correct unexpected system performance.
  • Create custom scripts and tasks to provide solutions, temporary software workarounds, and gather information used in troubleshooting.
  • Be available 24/7 on‑call as needed when scheduled.

Qualifications

  • Bachelor’s degree in an Engineering/Technology field, or an Associate’s degree in an Engineering/Technology field with two years of related experience.
  • Four years of related experience in lieu of a degree.
  • One year of customer‑facing support experience (additional experience in a related technical capacity is a plus).
  • Experience with standard office productivity products such as Microsoft Word, Excel, Access, and PowerPoint.
  • Experience with Oracle PL/SQL and UNIX/Linux.
  • Effective written and verbal communication skills.
  • Ability to clearly and accurately communicate detailed technical information to users with various levels of technical understanding.
  • Able to meet deadlines and thrive in a dynamic work environment.
  • Outgoing, personable, and enjoy working directly with customers.
  • Self‑motivated and able to work effectively alone as well as part of a team.
  • Preferred: General knowledge of electric, water, or gas utility distribution systems and networks.

Physical Demands

  • Ability to travel domestically up to 10% throughout the year, as needed.
  • Ability to sit or stand for extended periods.
  • Ability to lift up to 25 lb.

Company Overview

Hubbell Incorporated creates critical infrastructure solutions that power customers, communities, people and the planet. The company is strategically aligned around enabling grid modernization and electrification. Founded in 1888, Hubbell is a leading global manufacturer of high‑quality electrical and utility solutions, operating in two segments: Hubbell Utility Solutions (HUS) and Hubbell Electrical Solutions (HES). HUS enables the grid to conduct, communicate and control energy across utility applications, while HES manages power across a wide range of industries. Hubbell is committed to sustainability, ethical operations, and an inclusive culture that supports employee growth and development.

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