BMS Advanced Technical Support Engineer

Job description

Schneider Electric is the global specialist in energy management and automation. With revenues of ~€25 billion in FY2016, our 144,000 employees serve customers in over 100 countries, helping them to manage their energy and process in ways that are safe, reliable, efficient and sustainable. From the simplest of switches to complex operational systems, our technology, software and services improve the way our customers manage and automate their operations. Our connected technologies reshape industries, transform cities and enrich lives.

At Schneider Electric, we call this Life Is On .

Join Schneider Electric and power your career! Discover the opportunity to join an international, dynamic, and responsible company that fosters the development of all its people around the world. Every day, we empower employees to achieve more and experience exciting careers. Find out how our values and unique position make Schneider Electric the employer of choice.

Your Mission:

We are currently recruiting for two people to join our Advanced Primary Technical Support team in newly created positions which could be based in Telford or Ashby-de-la-Zouch. We may also consider Warrington or Maidenhead as potential locations for the right candidate.

You will provide Advanced Technical Support on the Schneider Electric range of Building Management products, systems and services; actively promoting Schneider Electric products from all brands and providing technical and application support, as well as fault finding and commissioning assistance to all external and internal customer.

You will work with the sales team to develop new business, liaise with offer development, after sales, marketing and the customer care centre to resolve new or outstanding issues or to promote product improvements. Delivering and maintaining the highest possible level of customer service is essential through all customer interaction.

Your Responsibilities:

Product Support

• Assists to resolve higher level product support issues and provide assistance to other product support personnel.

• Perform laboratory simulations of reported field product problems.

• Enter details of all support activities into the Department Case Tracking System Software

• Assist to develop and administer advanced technical training for internal staff.

• Investigate reported software and hardware faults and document the findings

Knowledge Centred Support (KCS)

• Assist in the collection, compilation, and reporting of system problems or FAQ's and Video FAQ's and publish summaries.

• Act as a Subject Matter Expert (SME) for review of KCS articles prior to publication.

• Help maintain and contribute to our lessons learned in to the FAQ system.

Customer Satisfaction

• Demonstrate excellent telephone, e-mail and personal interaction skills.

• Provide effective and timely assistance to customer issues.

Health & Safety

• Follow Company and Industry standards,

• Ensure awareness of OH&S practices and be pro-active with them.

• Comply with all safety standards as per SCHNEIDER ELECTRIC Policy.

Desired profile

Qualifications :

About You:

Holding an ONC/HNC in Mechanical, Electrical, Electronic, Information Technology or Computer Science, or an equivalent qualification, you will be fully experienced in working with either Schneider Electric Buildings Business or competitor Buildings Management products.

You will have previous experience of working in an engineering or technical support role, and additional certifications in Cisco Certified Entry Networking Associate (CCNA) Microsoft Certified IT Professional (MCITP) or COMPTIA LINUX+/Red Hat Certified Technician (RHCT) or equivalent.

Diversity is our heritage and our future. Be a part of it.

At Schneider Electric, Diversity & Inclusion is at the heart of our organisation, it's an integral part of our history, culture and identity. We recognise that embracing diversity unlocks innovation and creativity and fosters collaboration. We want our employees to reflect the diversity of our communities and the customers we serve. As a result, our teams are stronger to drive the company's future.

We are always open to a conversation around flexible working.