It’s been 26 years since Hassan Khan first joined Siemens Energy and today he’s responsible for helping thousands of field engineers stay in touch across remote parts of the US and Canada. Beyond his day job, he leads a charity that rescues decommissioned laptops for communities in need, and he’s a champion of inclusion within the company.
As head of technical end-user support across North America, he and his Orlando-based team provide technology support for some 13,000 employees. He’s responsible for helping field staff complete their jobs, from upgrading to modernising the grid, sometimes well out of range of any mobile networks.
For this, his team have been recognised externally, clinching an award in 2024 for imaginative use of a communications network – in this case to help technicians and engineers working in isolated sites to communicate securely and ask vital questions in real time.
Remote communications don’t always run smoothly but engineers nonetheless need seamless connectivity when new units are being commissioned or existing ones are being maintained, Khan says.
“Servicing our energy-generating products is a big part of our business,” he adds. “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 his team of approximately 28 colleagues, his role is challenging and evolving. “We’re a big country and we have tight deadlines,” he says. Khan’s team oversees some 17,000 PCs, managing upgrades and devices across different time zones and keeping to a strict schedule.
He explains that what truly drives him is the opportunity to support and empower his team, taking pride in their achievements and success. “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.” This matters more than ever, he says – over the past two decades, the IT industry has evolved dramatically.
“Previously everything was managed in-house and you needed technical experts for every aspect.” Today innovations in time-saving tools, AI assistants, and the impact of cloud computing, make for a different landscape.
In spite of holding several roles over his time with the company, he says there’s 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.”
He’ll often have conversations with colleagues concerned that the march of technology will make the next generation redundant, but he remains optimistic. Challenges are always there but they keep changing, says Khan. “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 is the driving force behind the efforts of a charity he helped found with like-minded colleagues. For example, they have recently donated a batch of reconditioned laptops to an orphanage in Nigeria, the first overseas recipient, having already donated tech 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 more widely in the community and serves as chair for the company’s Inclusion and Belonging Council within North America. What this means in practice is a busy schedule of company-supported and community events. Khan 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 might involve taking part in Pride (LGBTQ) events across the US, celebrating cultural events, inviting a range of speakers, sponsoring communities or 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.”
