Technical Service Delivery Manager
7 days ago
Job Description
\We are seeking a Senior Technical Support Specialist to join our team at Schneider Electric.
\The ideal candidate will be responsible for handling all post-sales and pre-sales support, customer service, and inquiries for Schneider's Home and Distribution products.
\The role requires coordinating with key internal parties to ensure timely customer service requests are handled by providing product information, needs, and technical support effectively.
\Main Responsibilities
\- \
- To perform Technical Assistance with all internal and external customers for Schneider's Business Entities focused on Home and Distribution products.\
- Initial troubleshooting and support of Schneider Products.\
- To do technical service proposals to existing & prospected clients.\
- Escalating 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.\
- \
Requirements
\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 various locations on a rotating schedule.
\About Us
\Schneider Electric is a global leader in energy management and automation.
\We strive to promote a global economy that is both ecologically viable and highly productive.
\Our vision is to lead the digital transformation of energy management and automation.
\What We Offer
\- \
- Global family leave.\
- Comprehensive medical coverage for employee and dependents.\
- Worldwide Employee Stock Ownership.\
- Flexible work arrangement.\
- On-site gym.\
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