Advanced Technical Support Engineer

2 weeks ago

Cavite City, Calabarzon, Philippines Schneider Electric Gruppe Full time

Job Description - Advanced Technical Support Engineer (008V4X)

Advanced Technical Support Engineer - 008V4X

In Schneider Electric everything we do promotes progress and sustainability for all — our colleagues, customers, partners, and the communities and societies where we live and work. From the products, software, and services driving the digital transformation of energy management and automation to corporate citizenship and volunteer activities, we make an impact by helping people and organizations become more resilient and efficient, more electric and digital.

Which is where you come in. Working at Schneider Electric means working toward a cleaner, better world. You're part of a global team built on inclusion, mastery, purpose, action, curiosity, and teamwork, turning sustainability ambitions into actions.

The Role: Advanced Technical Support L2 (Secure Power)

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 application issues, product configuration issues, and product compatibility issues; manage fee-based advanced services; escalate to Expert support and R&D/Cont.Eng; provide advanced training to Primary Support, and analyze Cases.

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

What will you do?

ESSENTIAL FUNCTIONS:

  • Propose, create and publish Technical Articles,FAQs, and Video FAQs from handled cases (bFO).
  • Solve Cases requiring in-depth troubleshooting assistance andCases where the Customer is requiring resolution for the suspected bug(s).
  • Understand and follow the customer's complex solutions (EcoStuXure Architecture).
  • Application and Environmental conditions evaluation
  • Site Visits may be required. Using remote monitoring tools and advanced technics.
  • Be able to propose and configure all functions according to the customer application
  • Be available for inbound and outbound customer interaction received through all agreed channels (bFO case, e-mail, phone, chat, web interface. Etc... )
  • 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. Escalate on time.
  • 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 problem and evaluate its impact and the mitigation actions
  • Manage fee-based advanced services
  • Understand and explain type test certificates and special quality tests.
  • Maintain the rightExpert knowledge according to the specialization needed:
  • UPS Systems

· Occasionally provide technical training to customers

Qualifications

What qualifications will make you successful?

EDUCATION & EXPERIENCE REQUIRED

  • Experience: 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 Expertknowledge 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
  • Excellent knowledge of major operating systems (Microsoft, Unix/Linux, Novell) essential
  • Familiar with big projects solutions context.
  • Have advanced Digital Citizenship.
  • Able to work in a multicultural environment with regional responsibilities.
  • Excellent verbal and written communication skills.
  • Fluent to good in English communication.
  • Willing to work in Cavite on a rotating schedule.

What's in it for me?

Global Family Leave

Comprehensive medical coverage for employee and dependents

Worldwide Employee Stock Ownership

Hybrid work arrangement (New Ways of Working)

more

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.

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.

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