Advance Technical Support Engineer

Job description

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 L2 (nSP)

This position aimed to improve Customer Satisfaction by providing high-quality professional Advanced Technical Support to SE customers, particularly regarding technical information on products, and application information during the pre-sales & after-sales process. Take 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, and product compatibility issues; escalate to Expert support (L3) and R&D/Cont.Eng and provide advanced training to Primary Support L1

Assist all our customers in reaching higher profits by making the best use of SE technologies. Deliver technical support and services at the Advanced level. Be a trusted advisor, and provide prompt and trusted resolutions during presales and aftersales cycle time of applying Schneider Electric products and solutions to the customer’s project.

What will you do?

ESSENTIAL FUNCTIONS:

· Solve Cases requiring in-depth troubleshooting assistance and Cases where the Customer is requiring resolution or application recommendations.
· Understand and follow the customer’s complex solutions (H&D, Power and Automation product offers).
· Be able to propose and configure all functions according to the customer application
· 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 trusted
· Work 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, and collect all necessary information in case of escalation to the Expert or R&D team is necessary.
· Be able to collect information needed in case of escalation to L3 and escalate on time.
· Be able to perform tests to reproduce customer behavior on demo case
· Understand the source of the problem and evaluate its impact and the mitigation actions
· Understand and explain type test certificates and special quality tests.
· Propose, create, and publish Technical Articles, FAQs, and Video FAQs from handled cases
· Manage inbound from customers if needed
· Communicate and share knowledge with other L2 engineers as well as Primary Support through coaching.
· Occasionally may provide technical training to customers.

Desired profile

Qualifications :

Who would be successful?

EDUCATION & EXPERIENCE REQUIRED

·  Education:

· Bachelor’s degree in Electrical Engineering(preferred) or other related engineering field.

·  Experience :
·  Minimum 3 years of Technical Support experience in a call center environment desirable and/or 2 years of experience in the field commissioning/Service projects (on-site services etc);
·  Have expert knowledge of Home and Distribution, Power system, Power Monitoring, and Automation Products.
·  Skills:

· Fluency required in English and the language of the country he/she supports

· Strong electrical system knowledge and background

· Have advanced Digital Citizenship.

· Able to work in a multicultural environment with regional responsibilities.

· Strong verbal and written communication skills are required

· Demonstrate a fair & 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 are desired.

· Strong experience in SE Products and Solutions

· Strong Understanding of Schneider EcoStuxure architectures.

Why us?

• Schneider Electric is leading the digital transformation of energy management and automation. Our technologies enable the world to use energy in a safe, efficient and sustainable manner. We strive to promote a global economy that is both ecologically viable and highly productive.

• €25.7bn global revenue

• 137 000+ employees in 100+ countries

• 45% of revenue from IoT

• 5% of revenue devoted for R&D

Video Link: https://youtu.be/J0cFSdFpI24

Let us learn about you! Apply today.

You must submit an online application to be considered for any position with us. This position will be posted until filled.

It is the policy of Schneider Electric to provide equal employment and advancement opportunities in the areas of recruiting, hiring, training, transferring, and promoting all qualified individuals regardless of race, religion, color, gender, disability, national origin, ancestry, age, military status, sexual orientation, marital status, or any other legally protected characteristic or conduct.