Technical Support Engineer

Job description

The Role: Technical Support Engineer

This position will support customer inquiries related to product pre-sales and post-sales, service inquiries, and other requests within the defined Zone or Countries. The role will require close coordination with key internal stakeholders to ensure customer inquiries, requests, or complaints are managed professionally and on time.

What will you do?

ESSENTIAL FUNCTIONS:

· To perform Technical Assistance with all internal and external customers for all of Schneider’s Business Entities focused on Home and Distribution products. Support for other divisions including IT & Buildings, Industry, LV/MV, and all other applications at entry level.

· Initial troubleshooting and support of Products by Schneider

· To do technical service proposals to existing and prospected clients.

· Escalating problems to Technical Support Level 2 & Tiger Team (Secure Power) when standard troubleshooting techniques and databases cannot provide an adequate solution.

· Product Testing / Evaluation of all Products with Quality Issues.

· Conduct training for Technical Services

· Entering all incoming call records in the call tracking system such as bFO Salesforce.

· Issuing replacements and following up on the fulfillment of the swap program with a Service Partner.

· Working with Network Sales Engineer and Field Service Engineering if on-site troubleshooting is required.

· Dispatching a Field Service Engineer or its Service Partner for unscheduled on-site services.

· Providing consultation to a Schneider customer who needs to upgrade the functionality and availability of their networks using other Schneider accessories, software, and services.

· Assisting in the upkeep of the local technical support lab and providing enhancements when required.

· Assisting in the troubleshooting of customer problems by replicating problems in the lab environment.

· Encourage our customers to use Live Agent Chat/support tools as much as possible and guide the customer to use a self-service knowledge base.

Desired profile

Qualifications :

EDUCATION AND EXPERIENCE REQUIRED

· Candidate must possess a bachelor's degree preferably in Engineering (Electrical, Electronics) or equivalent experience.

·  Experience in technical support role advantage
·  Must possess excellent skills in listening, expression, and interrelationships
·  Must be keen on details and be technically smart.
·  Must be capable of working independently and utilizing sound judgment.
·  Ability to adjust quickly to reforming situations and express determination to achieve incessant improvement and excellent customer service

· Demonstrate ability to understand and explain technical information.

· Ability to solve customer problems via telephone, chat, web and email.

· Willing to work in Cavite on a rotating schedule.