Technical Development Engineer

Great People make Schneider Electric a great company. Do you dream of working in a company that is driven by a meaningful purpose and that continuously creates an inclusive environment where you are empowered to do your best and be innovative? Start making an IMPACT

The Role:Technical Development Engineer (Prosumer)What will you do? Responsible for placing the highest priority in devising technical skills development programs and improvement plans for the Technical Support Engineers and/or Agents to ensure that world class support is provided to our customers. Apart from technical skills development, the TDE (Technical Development Engineer) is also responsible in providing operational development support, advanced support consultation and laboratory management.

They are accountable in improving the Learning Experience, Learning Effectiveness, and Technical Competencies by creating and/or improving the existing materials, documentation tasks – training records, training needs analysis, and reports when necessary. The Technical Development Engineer also supports in activities that will enhance the competencies and quality of support of the Technical Support Engineers to our customers aligned with the Technical Center of Excellence. Technical Skills Developmento New Hire Basic process and product training and coaching: The primary responsibility of a Technical Development Engineer is to provide basic process and product training to the newly hired Technical Support Engineers and Agents.

This will help in mentoring and training newly hired technical support staff.o Learning materials development: This includes creation and/or improvement of the training materials, exams and anything related to learning effectiveness. This will improve the learning experience of the and technical competencies of the employees.o Capability building: A Technical Development Engineer (TDE) may be responsible for the development and maintaining the Technical Competency and Skills Matrix. This will be critical that will help in collaborating with respective teams in building the capabilities of the employees.o Documentation: A Technical Development Engineer (TDE) may be responsible for recording the training sessions completed in the learning management system (My LearningLink) and would be able to provide reports related to training from the learning management system.o Basic cross-skilling and upskilling training: Technical Development Engineer (TDE) may be responsible for providing the cross-skilling and upskilling for the Technical Group as part of their development, sustainable business continuity, and growth opportunities.

• Advanced Technical Support Consultationo Propose, create and publish Technical Articles, FAQs, and Video FAQs from handled cases (bFO).

o Solve Cases requiring in-depth troubleshooting assistance and Cases where the Customer is requiring resolution for the suspected bug(s).

o Access to resolution database and use of diagnostic tools (RSD decoder, Hyperterminal, SNMP browser). o Understand and follow the customer's complex solutions (EcoStuXure Architecture). o Application and Environmental conditions evaluationo Site Visits may be required.

Using remote monitoring tools and advanced technics.o Be able to propose and configure all functions according to the customer applicationo Be available for inbound and outbound customer interaction received through all agreed channels (bFO case, e-mail, phone, chat, web interface. Etc... ) as part of the AHOD (All Hands On Deck) processo 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.

• Interconnected Laboratory Managemento 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

Be able to perform tests to reproduce customer behavior on demo cases using the available products in the laboratory

• Operational Supporto Communicate and share knowledge with other L2 Engineers as well as Primary Support.o Be able to collect information needed in case of escalation to Technical Experts (L3)o Understand the source of the problem and evaluate its impact and the mitigation actionso Manage fee-based advanced serviceso Understand and explain type test certificates and special quality tests.o Maintain the right Expert knowledge according to the specialization needed:UPS SystemsOther Product Families – Energy Management, Industrial Automation, etc.o Occasionally provide technical training to customers

• Related Duties

As Assignedo The job description documents the general nature and level of work but is not intended to be a comprehensive list of all activities, duties, and responsibilities required of job incumbents

Consequently, job incumbents may be asked to perform other duties as requiredQualificationsWho would be successful?

• Bachelor's degree from an accredited college or university with major course work in Engineering, Information Technology or related field is required and preferred.
• At least 3 years in Learning and Development or Training and at least basic knowledge and experience in Project Management.
• Strong relationship management experience, with prior experience working collaboratively in a cross functional team.

Others (e.g. language skills, technical skills):o

You have the strong urge to train and develop other peopleo

You are ambitious, eager to learn, pragmatic and keen in problem-solving.o

You take responsibility, steer strategy and realizations based on facts and data, managerial courage to ask questions and make decisions.o

You have strong analytical skills and get energy of translating complexity into a clear vision and structure, always looking for ways to improve the status quoo

You focus on delivery through collaboration, ability to bring people together to work towards the same purpose.o

You are easy to work with, excellent organization sensitivity skills, and have a drive to work in a customer care service-wide, international environment.o

You have outstanding social and communication skills (ability to communicate clearly, effectively and consistently in different contexts and cultures).o

Skilled in communicating complex topics and solutions and open to ideas from others.o

Experienced to communicate by means of Microsoft Office 365 including Word, Excel, PowerPoint, Outlook, et al. What's in it for me?

• Global family leave
• Comprehensive medical coverage for employee and dependents
• Worldwide Employee Stock Ownership
• Flexible work arrangement
• 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. €28.9bn global revenue128,000+ employees in 100+ countries45% of revenue from IoT5% of revenue devoted for R&DOur Company Story us learn about you Apply today.

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.

Schedule: Full-time

Req: 009965