RWE Clean Energy, LLC
To start as soon as possible, full time, permanent
Functional area: Engineering
Remuneration: Exempt
Seeking a proactive and customer-focused Engineer II, SCADA Operations, to serve as the first point of contact for technical support requests. In this role, you will triage incoming issues, resolve what you can at the first level, and escalate more complex problems to the appropriate team members. You will play a key role in maintaining clear, professional communication with both the requestors and the internal support staff, ensuring a smooth and efficient support process.
Role Responsibilities:
Triage and Troubleshoot: Receive, assess, and prioritize incoming support requests via ticketing system, email, or chat
First-Level Resolution: Resolve fundamental technical issues related to SCADA, data feeds, hardware, software, network connectivity, and user access
Escalation Management: Identify issues that require advanced support and escalate them to Tier 2 or Tier 3 teams with clear documentation and context
Communication Liaison: Maintain consistent and professional communication with requestors, providing updates and setting expectations on resolution timelines
Team Collaboration: Work closely with other support tiers to ensure seamless handoffs and knowledge sharing. Conducting touchpoints with supporting staff to ensure issues are being resolved and reporting up the roadblocks pending resolution of issues
Documentation: Accurately document all support interactions, solutions, and escalation steps in the ticketing system
Customer Experience: Deliver a positive support experience by demonstrating empathy, patience, and a commitment to resolving issues efficiently
Compliance Support: Receive and direct compliance requests and needs into tickets, assigning them to the appropriate support staff to complete the request. Ensuring all requests are responded to on time and fulfilling the requirements of the request
Support Visualization: Work with the team lead to develop stakeholder dashboards and ensure KPI's are updated on an ongoing basis for review and reporting
Proactive Maintenance: Working with the team lead on assessing common issues and determining plans to inform Asset Management & Operations teams of plans to schedule or budget for projects for making the identified improvements
Additional Support: May be required to conduct additional team functions as needed, such as metering, SCADA system support, addressing compliance-related issues, and managing field or control room project requests, among others
Job Requirements and Experiences:
A degree preferred, NOT required
A minimum of 5 years of experience, 3 years in ticketing management or Tier 1 support function
SCADA Systems: GE, Vestas, SGRE, Ovation, Wonderware, Rockwell, etc.
Basic understanding of SEL equipment and substations.
Knowledge of basic networking and topologies.
Knowledge of using/managing ticketing systems such as Jira, ServiceNow, etc.
Data visualization and reporting capabilities
Understanding of energy management strategies
Familiarity with industrial automation systems (preferred)
Ability to push/pull/lift tools and equipment weighing up to 50 lbs.
Ability to work safely in extreme environments (hot sun, cold, etc.)
Ability to walk, climb, and stand extensively during the workday
Knowledge of and experience with the use of hand and power tools
Knowledge of environmental and safety policies and procedures
Ability to work within tight deadlines
Ability to work independently and as part of a team
Ability and willingness to travel to and from job sites as assigned
Strong interpersonal skills, with the ability to manage customer relationships
Demonstrated desire to learn about the Company and the renewables space
Excellent proficiency with Microsoft Office (Excel, Word, PowerPoint, Outlook) and Teams
Strong leadership, communication, and ability to meet deadlines
Strong organizational skills and ability to coordinate multiple tasks and deliverables
Ability to multitask while working independently and as part of a team
Motivated self-starter, goal-oriented, and strong problem-solving abilities
Proven ability to empathize, build relationships, and effectively communicate with people from a diverse set of backgrounds
Responds well to direction, is easy to challenge and develop, and is coachable
Is detail-oriented, has strong business acumen, and a sound understanding of business concepts
Work Environment:
This position is an office-based role with 15% travel and visits to other RWECE offices and field locations. The employee must be able to sit, walk, or stand for long durations of time.
Benefits offered: Medical, Dental, Vision, Life Insurance, Short-Term Disability, Long-Term Disability, 401(k) match, Flexible Spending Accounts, EAP, Education Assistance, Parental Leave, Paid time off, and Holidays. Eligible employees also participate in short-term incentives, in addition to salary.
Apply with just a few clicks: ad code 90136
Any questions? Contact rwece_recruiting@rwe.com
We look forward to meeting you. Of course, you can find us on LinkedIn, Instagram, Facebook, YouTube and Xing, too.
All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, or other legally protected status.
RWE Clean Energy is one of the biggest names in the US renewables industry - and No.2 in solar. With a 1,500-strong team, the business has over 15 years' experience of developing, constructing and operating renewable energy facilities, and ambitious plans for the future.
As part of the RWE Group's Growing Green strategy to expand globally its green portfolio to more than 65 GW of installed capacity and to invest globally more than EUR 55 billion gross by 2030, RWE Clean Energy is determined to significantly increase its operating asset base in the U.S. This is backed by a project pipeline of more than 24 GW in onshore wind, solar and battery storage which provides for one of the largest development platforms in the United States.
Every project brings constantly-evolving technical, practical and social challenges - and drives a culture where everybody thrives, has fun and feels excited by each day. Our financial stability also means you'll have the freedom to act with conviction and courage as we pivot to new technologies - and continuously improve, together.