Great People make Schneider Electric a great company.
Do you dream of working in a company that is driven by a meaningful purpose and that continuously creates an inclusive environment where you are empowered to do your best and be innovative?
The Role: Advanced Technical Support Engineer
Improve Customer Satisfaction by providing a high quality professional Advanced/expert Technical Support to SE customers, particularly regarding remote technical troubleshooting/diagnostic on Motion base Machines & processes. Take the ownership and ensure the customer is satisfied before closing the request. Handle Escalations from Primary support & Internal Technical Teams, about applications issues, product configuration issues, product compatibility issues; manage advanced services; escalate to Expert support and R&D/Cont.Eng.
Assist all our customers in reaching higher profit by making the best use of SE technologies. Deliver technical support and services at Advanced/expert level. Be a trusted advisor, provide prompt and trusted resolutions during aftersales cycle time of applying Schneider Electric product and solutions to the customer’s project on Motion based solutions.
What will you do?
Solve Cases requiring in-depth troubleshooting / remote diagnostic assistance and Cases where Customer is requiring resolution for suspected bug(s).Access to resolution database and use of diagnostic tools (RSD decoder, Hyperterminal, SNMP browser).Understand and follow the customer complex solutions (EcoStuXure Architecture).Application and Environmental conditions evaluationSite Visit may be required. Using remote monitoring tools and advanced technics.Be able to propose and configure all functions according to the customer applicationBe available for inbound and outbound customer interaction received through all agreed channels (bFO case, e-mail, phone, chat, web interface. Etc... )Maintain the work environment, laboratory equipment and tools at the best level to be able to simulate, replicate and understand reported customer escalations. Answer fast and trusteWork closely with all teams in the technical support scope: Primary and Expert support team, Internal Technical and Services Teams and BU during case life cycle time until it is successfully resolved from a customer point of view. Communicate effectively, collect all necessary information in case of escalation to Expert or R&D team is necessary. Escalate on time.Be able to perform tests to reproduce customer behavior on demo caseCommunicate and share knowledge with other L2 engineers as well as Primary Support.Be able to collect information needed in case of escalation to L3Understand the source of problem and evaluate its impact and the mitigation actionsManage fee-based advanced servicesUnderstand and explain type test certificates and special quality tests.Maintain the right Expert knowledge according to the specialization needed:Motion as a big focus (in particular PacDrive and Lexium Controlers)AutomationOccasionally provide technical trainings to customers (normally for fee)Who would be successful?
Education: Engineers in electricity, electronics, electrical engineering, automation, industrial data processing.Experience:5Y+ experience in Motion solutions, applications & machines.3 years Technical Support experience in a call centre environment desirable and/or 2 years of experience in the field commissioning/Service projects (on site services etc)Skills:
Fluency required in English and the language of the country he/she supportsExcellent knowledge of major operating systemsHave advanced Digital Citizenship.Able to work with multicultural environment with regional responsibilities.Strong verbal and written communication skills are requiredDemonstrate a flair & understanding of customer support issues, flexibility and an ability to learn quickly;Excellent problem solving abilities, aptitude to understand and explain technical information, interpersonal, communications and time management skills;Ability to develop and maintain customer rapport;Good coaching and presentation skills desired.Strong experience in SE Products and SolutionsStrong Understanding of Schneider EcoStuxure architectures.