Advanced Technical Support Head - MEA

Schneider Electric - Cairo

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Experience Needed:
More than 10 years
Career Level:
Manager
Job Type:
Full Time
Salary:
Confidential
Languages:
English, French
Vacancies:
1 open position
About the Job

Role:

Manage Technical support organisations within and across Middle East and Africa zone. Provides leadership to achieve strategic Technical support Excellence objectives regarding customer satisfaction.

Implement global processes, policies, guidelines, tools in order to improve Technical support operations efficiency thru all media channels.

Improve Customer Experiance by providing a high quality professional Advanced Technical Support to Schneider Electric customers, particularly regarding technical information on products, application information during the pre-sales & after-sales process.

Daily management of operational activities. Evaluation and planning to maintain agreed service levels. Coaches and motivates team. Ensures right technical competency level for agents and development is happening at appropriate frequency and measures the business impact. 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 customer knowledge base.

Responsibilities:

  • Monitor and improve the progress and quality of publishing Technical Articles, FAQs and Video FAQs from handled cases.
  • Communicate and share knowledge with other advanced support as well as primary support.
  • Ensure the right collaboration and support level with the line of businesses in case of escalation to Level 3
  • Maintain the right team knowledge according to the specialization needed:
    • Automation & SCADA
    • Electrical distribution LV & MV
    • Home &building automation
    • Power solutions &energy management
    • UPS systems
Job Requirements
  • Bachelor’s degree in Electrical Engineering
  • 10 years in Technical field;
  • Strong experience in Schneider Electric products and solutions (Industrial Automation, Electrical Distribution LV & MV, Home & Building Automation, Power solutions & energy management, UPS Systems)
  • Fluency required in English, French is an Asset
  • 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 Schneider Electric products and solutions
About this Company

Schneider Electric is leading the Digital Transformation of Energy Management and Automation in Homes, Buildings, Data Centers, Infrastructure and Industries.

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