Multi Technologies, Technical Expert

Job description

Schneider Electric is seeking a highly motivated and enthusiastic Level 4 technical support expert for our R&D team to assist customer care, technical support engineers and application engineers in selecting, integrating, implementing, maintaining and troubleshooting Enterprise level Power Management Software Solutions & Systems. Working within the R&D team, level 4 technical support expert has the responsibility of analyzing and resolving unresolved field queries and issues that would have gone through other levels of technical support.

Key responsibilities:

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Analyze customer escalations for prioritization.

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Analyze customer escalations for prioritization.

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Managing customer expectations through resolution process.

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Creation of necessary documentation for customer communication (5-Why, 8D, RCA, etc.).

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Leading resolution on escalated customer incidents.

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Leadership in process improvement for customer incident resolution.

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Mentoring of Technical Support groups on new features and resolutions to common situations.

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Building diagnostics tooling to help Technical Support teams identify issues themselves.

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Creating digital assets to helping customers proactively.

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Sharing key information through online technical communities.

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Articulate and advocate for real customer scenarios to project teams.

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Assist in project verification and validation activities, bringing in customer experiences.

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Involvement in Systems Engineering activities based on customer experiences.

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Involvement in project reviews and defect triage to highlight customer risks.

We seek out and reward people for being straightforward, open, passionate, effective and challenging the status quo. We want our employees to reflect the diversity of the communities in which we operate. We welcome people as they are, creating an inclusive culture where all forms of diversity are seen as a real value for the company. We're looking for people with a passion for success — on the job and beyond. See what our people have to say about working for Schneider Electric: https://youtu.be/6D2Av1uUrzY .

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.

Concerning agencies: Schneider Electric does not accept unsolicited resumes and will not be responsible for fees related to such.

Schneider Electric is an Equal Opportunity Employer. Minorities/Women/Vets/Disabled

Desired profile

Qualifications :

This job might be for you if:

· You have Bachelor of Engineering degree in electrical, electronic or computer science (or related field).

· You have 6+ years of technical support experience in electrical industry.

· You have 2+ years of experience in a role developing, deploying, testing or supporting SCADA applications.

· You have 2+ years of experience in L4 support for energy monitoring and control applications.

· You have Experience in Power monitoring expert and ION meters and ION protocol is desirable.

· You have knowledge of communication protocols and standards used in electrical industry.

· You have the aptitude to resolve unique customer issues.

· You have good understanding of the power meter & insulation monitoring device range offers and its targeted customer applications.

· You have solid understanding of the building management and power management applications.

· You have strong power systems and metering expertise.

· You have Experience working with electric utility companies preferred.