Bilingual Spanish Technical Support Engineer

7 days ago


Taguig, National Capital Region, Philippines Schneider Electric Gruppe Full time

Job Description - Bilingual Spanish Technical Support Engineer (008FVX)

The Role: Spanish Technical Support Engineer

This position supports the Customer Care Center Manager in handling all post-sales and pre-sales support, customer service inquiries, and requests by all customers within the Iberia (Spain and Portugal). This person is required to coordinate with key internal parties to ensure that customer service requests are handled in a timely manner by providing product information, needs, and technical support effectively.

What will you do?

ESSENTIAL FUNCTIONS:

  • 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.
  • Technical service proposals to existing & prospected clients.
  • Escalate problems to Technical Support Level 2 & Tiger Team 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.
  • Encouraging our customers to use Live Agent Chat/support tools as much as possible, and guiding the customer to use a self-service knowledge base.

Qualifications

  • Education: Bachelor's Degree in Electrical, Electronics, Automation, or Industrial Data Processing.
  • Languages: Spanish and English - fluent.
  • Experience: Candidate must possess a Bachelor's Degree preferably in Engineering (EE, ECE) or equivalent experience.
  • Preferably with BPO or customer service experience.
  • Preferably working experience in the related field specializing in Technical & Helpdesk Support.
  • Experience / Knowledge of personal computers required.
  • Experience with network operating systems preferred.
  • Demonstrated ability to understand and explain technical information.
  • Ability to solve customer problems via telephone, chat, and email.
  • Excellent verbal and written communication skills.
  • Fluent to good in English communication.
  • Willing to work in BGC and Cavite (from time to time) on a rotating schedule.

What's in it for me?

  • Global family leave.
  • Comprehensive medical coverage for employee and dependents.
  • Worldwide Employee Stock Ownership.
  • On-site gym.

…and 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.

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