Advanced Technical Support Engineer

Schneider Electric - Cairo

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Experience Needed:
More than 2 years
Career Level:
Experienced (Non-Manager)
Job Type:
Full Time
Salary:
Confidential
Languages:
English, French
Vacancies:
1 open position
About the Job

Mission:

Improve Customer Satisfaction by providing a high quality professional Advanced Technical Support to SE customers, particularly regarding technical information on products, application information during the pre-sales & after-sales process. Take the ownership and ensure the customer is satisfied before closing the request. Handle Escalations from Primary support & Internal Technical Teams, about applications issues, product configuration issues, product compatibility issues; 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 Knowledge base.

Responsibilities:

  • Propose, create and publish Technical Articles, FAQs and Video FAQs from handled cases (bFO).
  • Solve Cases requiring in-depth troubleshooting assistance and Cases where Customer is requiring resolution for suspected bug(s).
  • Access to resolution database and use of diagnostic tools (RSD decoder, Hyperterminal, SNMP browser).
  • Application and Environmental conditions evaluation
  • Site Visit may be required. Using remote monitoring tools and advanced technics.
  • Be able to propose and configure all functions according to the customer application
  • 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 quality problem
  • Understand and explain type test certificates and special quality tests.
  • Maintain the right Expert knowledge according to the specialization needed:
    1. UPS Systems
    2. Data center, Cooling systems, and <10kVA UPS
Job Requirements

Key Performance Indicators:

  • Customer Satisfaction (individual and team NSS)
  • Complaint Management: Customer Major Issue, Business Risk Escalation, Customer Safety Issue, Offer Safety Alert
  • FAQs (written/video) - KCS Maturity, Linked FAQ to cases, New/Up-dated FAQs, video FAQs created and published
  • Federated Search adoption
  • Training/coaching provided to colleagues (quality and quantity)

Qualifications

Education:

  • Engineers in electricity, electronics, electrical engineering, automation, industrial data processing

Experience:

  • 3 years Technical Support experience in a call centre environment desirable and/or 2 years of experience in the field commissioning projects (on site services etc); Have Expert knowledge in Data centers, Cooling systems, and <10kVA UPS

Skills:

  • Fluency required in English, French is a plus.
  • Excellent knowledge of major operating systems (Microsoft, Unix/Linux, Novell) essential
  • 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 SE 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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