Satellite connectivity enables Siemens Energy field engineers across North America

Twenty-six years after joining Siemens Energy, Hassan Khan now oversees connectivity for thousands of field engineers across remote parts of the United States and Canada. Beyond his professional role, he leads a charity that refurbishes decommissioned laptops for communities in need and champions inclusion within the company.

As head of technical end-user support for North America, Khan and his Orlando-based team provide technology support for about 13,000 employees. They help field staff complete grid upgrades and modernization, often beyond the range of any mobile network.

Khan’s team won a 2024 award for creative use of a communications network, enabling technicians and engineers working in isolated sites to communicate securely and ask vital questions in real time.

Remote communications do not always run smoothly, but engineers need seamless connectivity when new units are being commissioned or existing ones maintained, Khan said.

“Servicing our energy-generating products is a big part of our business,” Khan said. “But field service isn’t an eight-to-five job. Engineers work at sites with no connectivity and they need to complete the job within a certain timeframe – a few weeks, say – to allow the energy company to switch the power back on.”

“There’ve been instances where connectivity challenges could have significantly delayed our delivery timelines. However we rose to the occasion, providing satellite support that enabled our engineers to establish the necessary connections with relevant systems and proceed with the planned outage without any interruptions … satellites help join up the dots.”

With a team of about 28 colleagues, Khan’s role is challenging and evolving. “We’re a big country and we have tight deadlines,” he said. The team oversees about 17,000 PCs, managing upgrades and devices across different time zones on a strict schedule.

Khan said his motivation comes from supporting and empowering his team. “Witnessing [my team’s] professional growth and watching them thrive as they acquire new skills … is incredibly rewarding. This dedication not only strengthens our collective capabilities but inspires me to foster an environment of growth and excellence.” Over the past two decades, the IT industry has evolved dramatically, he said.

“Previously everything was managed in-house and you needed technical experts for every aspect,” Khan said. Today, innovations in time-saving tools, AI assistants and cloud computing have created a different landscape.

Despite holding several roles over his time at the company, Khan said there is always room for growth. “I recall always having the support of my management for giving me opportunities to expand my skillset in areas that were outside of my day-to-day responsibilities. That is what allows Siemens Energy to stand out as a global employer. Even to this day, all I have to do is talk to my leadership and say: ‘Is it OK if I work on this project? It interests me, it’s exciting and I want to grow as well.’ The support is always there. That’s what keeps things interesting – the freedom to learn.”

Khan often has conversations with colleagues concerned that technology will make the next generation redundant, but he remains optimistic. “Over two decades I’ve seen that there is always something new on the horizon. Today there’s the fear that AI will jeopardise careers – but we should see it as an opportunity. Both as an opening for new skills, and a way to save time and work more efficiently … AI has made things more manageable and approachable, particularly within technical support.”

At work and in his free time, Khan is on a mission to keep adults and children connected through technology. This drives the charity he helped found with like-minded colleagues. They recently donated reconditioned laptops to an orphanage in Nigeria, the first overseas recipient, after donating to local schools and charities.

“We don’t just hand over any computer; we invite staff and their families to get together and help clean up and check that everything works as it should. Over time we’ve refurbished hundreds of PCs, which are ready to donate.”

For almost six years, Khan has championed inclusion within Siemens Energy and the wider community, serving as chair of the company’s Inclusion and Belonging Council in North America. He is proud that more people are aware of the meaning of inclusion and belonging. “For me, it’s really about raising awareness, contributing positively to our society, and doing our part to uphold an environment that is built on inclusivity and not exclusivity.”

This includes participating in Pride events across the U.S., celebrating cultural events, inviting speakers, sponsoring communities and working with charities. “It does take more time beyond the working day and it can mean long hours, but the feeling that you get at the end overcomes any number of hours you might put in. It’s a worthwhile cause.”