Eaton’s Electrical Automation Solutions Division is hiring a Systems Support Engineer to join our team. The position is based out of our Montreal, QC facility or a remote opportunity within Montreal. Position Overview: As a recognized employer of choice, Eaton Corporation recruits and retains talented employees who are interested in making a long-term commitment to an organization that continually invests in the latest technology and state-of-the-art equipment as well as its employees. Eaton’s Energy Automation Solutions business has an immediate opening for a Systems Support Engineer. This position is located in Montreal, QC. The Energy Automation Solutions (EAS) division delivers intelligent energy solutions by combining power systems expertise with innovative technologies to help our customers generate, deliver, and manage energy safely, efficiently, and reliably. EAS provides a range of power delivery and reliability, automation and control, advanced metering and demand response solutions designed to increase efficiency and smart operations. The EAS business serves customers in the utility, commercial, industrial, mining, renewable energy and other markets. With a spirit of innovation crossing decades, EAS is proud of its ground-breaking innovations through customer collaboration, long-standing commitment to investing in R&D, five Innovation Centers around the world, more than 10,000 patents held globally, and its award-winning solutions in power delivery, power quality, power reliability and end customer automation in the utility space. The technical skills, innovative thinking and the tireless dedication of our employees around the world are Eaton's greatest resources. The Systems Support Engineer’s primary responsibility is to provide excellent customer service and technical support for Eaton’s Energy Automation Solution’s Substation Automation customers. The role is a full-time position with a normal work schedule of Monday through Friday. In this role, the engineer will also contribute to the company’s overall success by performing technical services for customers, expanding its knowledge base, working with the greater product team to improve customer experience, and improving operational procedures to increase customer satisfaction. In this function you will: Provide first level technical support for EAS software and hardware products by phone and email during normal business hours. Participate in after-hours support rotation. Travel up to 10% to provide onsite support at customers’ premises. Provide excellent customer service by seeking to understand each customer’s issue. Identify and resolve the root cause of each customer’s issue. Collaborate with peers and cross functionally to resolve complex problems. Assist customers in better utilizing their EAS products through assessing their needs, performing training, and sharing best practices. Document all support performed in our service desk software. Grow our knowledge base by creating, revising, and peer reviewing KB articles. Participate in and lead continual learning seminars. Complete customer service projects and other tasks assigned by management. Be accountable for achieving key performance metric targets that contribute to the quality of our customers’ experiences. When we embrace the different ideas, perspectives and backgrounds that make each of us unique, we — as individuals and as a company — are stronger. Qualifications Required (Basic) Qualifications: Bachelor’s Degree in a technical discipline from an accredited institution Minimum of two (2) years of engineering experience or technical support Legally authorized to work in Canada without company sponsorship Fluent in French and English Relocation is not available for this position Preferred qualifications: Bachelor’s degree in a technical discipline (Electrical Engineering, Computer Engineering, Computer Science or Information Technology) from an accredited institution. Minimum of 5 years of engineering experience or technical support. Experience working with substation automation systems, SCADA systems, or other grid automation technologies. Experience working with communications protocols commonly used by utilities (e.g., IEC 61850, DNP3). Experience maintaining or troubleshooting IP networks. Experience participating in a well-known service management practice (e.g., ITIL, DevOps). Experience using software such as customer relationship management (CRM), IT service management (ITSM), service desk, or similar applications. Member of an engineering society. Position Criteria: Must possess and maintain a valid and unrestricted driver’s license. Demonstrated ability to troubleshoot complex issues on own and as part of a team. Demonstrated ability to communicate technical concepts verbally and in writing to diverse audiences. Demonstrated ability to manage customer deliveries with competing priorities. We provide benefits that are industry competitive and focused on employee well-being. Listed below are programs that are offered globally, but program availabilities may vary by site. Flexible work options to help balance work/life demands (at participating Eaton sites) Healthcare/retirement savings programs Competitive compensation packages to reward skills and performance Tuition assistance or financial help for ongoing learning and development Health, Dental, Vision & Wellness programs Donation matching (U.S., Canada, Puerto Rico) Please be advised that as part of this position, you will be subject to Eaton’s Drug and Alcohol Policy, a copy of which is available for your review. Pursuant to that policy, you may be required to undergo drug and alcohol testing depending on the conditions set out in that policy. Eaton has in place accessibility policies for accommodating employees with disabilities. If you are selected for an interview and require accommodations, please let the recruiter or hiring manager know so that we can work to make reasonable adjustment What you will get from us Eaton’s mission is to improve the quality of life and the environment through the use of power management technologies and services. We provide sustainable solutions that help our customers effectively manage electrical, hydraulic and mechanical power – more safely, more efficiently and more reliably. Making what matters work at Eaton takes the passion of every employee around the world. We create an environment where creativity, invention and discovery become reality, each day. It’s where bold, bright professionals like you can reach your full potential—and where you can help us reach ours. Eaton’s 2020 revenues were $17.9 billion, and we sell products to customers in more than 175 countries. We have approximately 85,000 employees. We make work exciting, engaging and meaningful for our employees through our dedication to tackling some of the toughest power management challenges on the planet and by never losing sight of what matters. Our culture is built on a strong commitment to practicing our core values and supporting our employees with the tools they need to succeed. We pledge to always foster a diverse and inclusive environment, including inclusion resource groups that bring together employees who share a common purpose, interest or background. In the past year, our company has received top employment recognition by the Human Rights Campaign and almost fifty percent of our Board of Directors represented diverse groups. When we embrace the different ideas, perspectives and backgrounds that make each of us unique, we — as individuals and as a company — are stronger. We have demonstrated our passion for sustainability with the recent announcement of cutting carbon emissions from the company’s operations by at least 50 percent by 2030. We are ethical, passionate, accountable, efficient, transparent and committed to learning. We are confident we can deliver on our promise to improve the quality of life and the environment because of the attributes that our employees embody. We are committed to ensuring equal employment opportunities for all job applicants and employees. Employment decisions are based upon job-related reasons regardless of an applicant's race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, marital status, genetic information, protected veteran status, or any other status protected by law. Job: Engineering Region: North America – Canada Organization: EPG EAS Electrical Automation Solutions Job Level: Individual Contributor Schedule: Full-time Is remote work (i.e. working from home or another Eaton facility) allowed for this position?: Yes Does this position offer relocation?: No Travel: Yes, 10 % of the Time