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Job Description
Summary:
Schneider Electric is looking for a strong candidate who will be responsible of leading the technical support team. The candidate shall be having a high level of cross culture communication skills with customer centric mindset.
Role and Responsibilities:
- Lead and supervise Technical Support Engineers who provide technical assistance to Schneider Electric customers.
- Ensures that the team has the correct level of Technical Support experience to deliver a world class customer experience.
- Ensure Coaching & mentoring of technical Support in resolving technical inquiries and assist in developing new business opportunities.
- Developing solutions to technical problems
- Advocating for customer to seek a suitable solution or work around that meets the needs of the customer.
- Manage the technical support team efficiently to deliver the required level of operational Customer Support KPIs
- Participate in deploying strong continuous improvement processes for Complaint resolution.
- Drive implementation and adoption of a formalized Knowledge Management process.
- Develop processes, on-boarding programs and knowledge bases insuring team sustains the support level for years to come.
- Act like customer advocate inside Schneider and Interface with internal functions such as on behalf of the customer.
- Work with Business and other stakeholders to effectively develop recommendations to resolve repeatable problems.
- Other duties assigned by manager.
Job Requirements
- Bachelor degree in Engineering, Electrical Power is preferred.
- +8 years of relative experience.
- Fluent in English & French languages.
- Excellent communication skills and ability to establish and maintain strong relationships with internal/external resources.
- Ability to work in cross culture environment.
- Excellent understanding of customer satisfaction.
- Excellent negotiation and presentation skills.
- Strong leadership, enthusiasm & drive to succeed.
- Effective listening & communication skills.
- Excellent analytical skills.
- Ability to perform under pressure with proven conflict management skills.
