Offers “Schneider Electric”

Expires soon Schneider Electric

Advanced Technical Support Engineer

  • Cairo, مصر
  • IT development

Job description

Mission:

Improve Customer Satisfaction by providing a high quality professional Advanced Technical Support to SE customers, particularly regarding technical information on products, application information during the pre-sales & after-sales process. Take the 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, product compatibility issues; manage fee-based advanced services; escalate to Expert support and R&D/Cont.Eng; provide advanced training to Primary Support, analyze Cases, Create and Manage Knowledge base.

Responsibilities:

· Propose, create and publish Technical Articles, FAQs and Video FAQs from handled cases (bFO).
· Solve Cases requiring in-depth troubleshooting assistance and Cases where Customer is requiring resolution for suspected bug(s).
· Access to resolution database and use of diagnostic tools (RSD decoder, Hyperterminal, SNMP browser).
· Application and Environmental conditions evaluation
· Site Visit may be required. Using remote monitoring tools and advanced technics.
· Be able to propose and configure all functions according to the customer application
· Be able to perform tests to reproduce customer behavior on demo case
· Communicate and share knowledge with other L2 engineers as well as Primary Support.
· Be able to collect information needed in case of escalation to L3
· Understand the source of the quality problem
· Understand and explain type test certificates and special quality tests.
· Maintain the right Expert knowledge according to the specialization needed:
· UPS Systems
· Data center, Cooling systems, and

Key Performance Indicators:

· Customer Satisfaction (individual and team NSS)
· Complaint Management: Customer Major Issue, Business Risk Escalation, Customer Safety Issue, Offer Safety Alert
· FAQs (written/video) - KCS Maturity, Linked FAQ to cases, New/Up-dated FAQs, video FAQs created and published
· Federated Search adoption
· Training/coaching provided to colleagues (quality and quantity)

Desired profile

Qualifications :

·  Education: Engineers in electricity, electronics, electrical engineering, automation, industrial data processing

·  Experience: 3 years Technical Support experience in a call centre environment desirable and/or 2 years of experience in the field commissioning projects (on site services etc); Have Expert knowledge in Data centers, Cooling systems, and

·  Skills:
·  Fluency required in English, French is a plus.
·  Excellent knowledge of major operating systems (Microsoft, Unix/Linux, Novell) essential
·  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;
·  Good coaching and presentation skills desired.
·  Strong experience in SE Products and Solutions

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