Primary Technical Support

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: Primary Technical Support

What will you do?

· Provide 1st level of technical support in pre-sales (product selection, application information) and post-sales (product installation, technical characteristics, technical complaints) telephone and electronic to SE customers and partners;
· Responsible for answering incoming communications from customers on all channels (ex: phone, email, chat) and prioritizing customer’s support needs;
· Assure proper escalation to the 2nd level support when necessary or to to Service Team to provide on-site support as required;
· Provide support to the customers for product replacement, troubleshooting and technical complaints;
· Complete documentation and follow up on all commitments and customer details;
· Actively create/modify knowledge database,review FAQ’s, promote their usage towards the customers (same for video FAQs and download centers)

· Collaborate with Marketing on new product launches;

· Provide relevant product and process training to other team members;
· Ongoing proactive research and learning about new products, technologies and applications;
· Participate in the interaction centre’s continuous improvement process;
· Liaise between customers, After-Sales and Marketing regarding Product Quality Returns.
· Responsible for back-up (English language where local not covered) of tasks performed in other teams (technical support, generalist, Lead management, etc) when necessary
· Specific product and process related responsibilities:
· Propose FAQ from handled cases (bFO); create/contribute to Video FAQs
· Clarification of information in Company Manuals
· Make information available on the Company public WEB Site and on relevant forums; embed all digital resources in providing service to customers (Federated Search, mySchneider App, MySE etc)
· Participation in new product development process (Beta testing, technical proof reading and technical support documentation); contribute to Product Specifications and provide firmware upgrade assistance
· Be able to collect information needed in case of escalation to L2 (electrical single line&control wiring diagram, complete drive configuration, context and historical etc).
· Assist customer with obtaining log and configuration files through network
· Be able to use commissioning tools in order to obtain configuration
· Be able to provide technical answer by using documentation (User Guide, Programming Manual, Installation Manual)
· Ocasionally provide technical trainings to customers .

Key Performance Indicators:

· Customer Satisfaction (individual and team NSS)
· Generated revenue (individual and team)
· Case logging quality & quantity
· FAQs (written/video) - KCS Maturity, Linked FAQ to cases, New/Up-dated FAQs
· Federated Search adoption
· Training/coaching provided to colleagues quality and quantity

Desired profile

Qualifications :

Who would be successful?

Qualifications - External

Requirements:

·  Education: Bachelor’s Degree preferably in Computer Engineering, Computer Science, Information Technology and Electronics And Communication Engineering
·  Experience: Minimum 1 year Technical Support, Sales and/or customer service experience preferred; Previous sales experience an advantage; Previous Call-Centre experience desirable; Have Basic knowledge according to the specialization if needed (Automation, Electrical Distribution LV & MV, Home & Building Automation, Power Quality & Energy Management, UPS Systems)

·  Skills:
·  Fluency required in English and the language of the country he/she supports (English fluency is mandatory in case of constant required contact with a Regional Advanced Support Center)
·  Working electrical knowledge is essential;
·  PC skills (Microsoft, Windows, ERPs)
·  Strong verbal and written communication skills are required
·  Demonstrate 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;

Location: Amenable to work in Rosario, Cavite

Stake-holders and Communication:

·  Customers – Inform, Explain, Influence
·  Team Leader – Inform, Explain
·  CCC teams (primary, advanced and expert) – Inform, Influence, Explain, Negotiate
·  Related CS&Q Managers – Inform, Explain
·  Related Sales, Services, Marketing, Project Execution, GSC Managers/Teams – Inform, Influence, Explain, Negotiate
·  Any leader that may contribute to solve Customer issues – Inform, Influence, Explain, Negotiate
·  Key Account Manager, Strategic Account Executive – Inform, Influence, Explain, Negotiate

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.