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Job Description
Schneider Electric is seeking a Customer Success Advanced Support agent for the who will be responsible for
Assist all our customers in reaching higher profit by making the best use of SE technology. Deliver technical support and services at Advanced level in Power Solution and Room management system. Be a trusted advisor, provide prompt and trusted resolutions during pre-sales and after-sales cycle time of applying Schneider Electric product and solutions to the customer’s project
Responsibilities:
- 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 communities .
- Understand and follow the customer complex solutions (Ecostuxure Architecture).
- 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
- Be available for inbound and outbound customer interaction received through all agreed channels (bFO case, e-mail, phone, Skype chat, web interface)
- Maintain your 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.
- Work closely with all teams in the technical support circle: Primary and Expert support team, Internal Technical and Services Teams and BU during case life cycle time until it is not successfully resolved. Communicate effectively, collect all necessary information in case the escalation to Expert or R&D team is necessary. Escalate on time.
- Propose, create and publish Technical Articles, FAQs and Video FAQs from handled cases (bFO).
- Be able to collect information needed in case of escalation to expert team
- Understand the source of problem and evaluate its impact and the mitgation actions
- Maintain the right Expert knowledge according to the specialization needed:
- Power Solutions
- Home, Building Automation & KNX.
- Power Quality & Energy Management
Job Requirements
- Education: Engineers in electricity, electronics, electrical engineering, automation, industrial, and Mechatronics
- Experience: 5+ years experience in a Technical support or relative experience (commissioning/Service/Engineering/Consultant) (on site services etc) is plus; Have Expert knowledge according to the specialization if needed (Power Solution, Automation, Electrical Distribution, Home & Building Automation, Power Quality & Energy Management)
Skills:
- Fluency required in English, French is Plus.
- Able to work with Multiculture environment with regional responsiblities.
- 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, atitude to understand and explain technical information, interpersonal, communications and time management skills;
- Strong knowledge in Monitoring & Historian software, Scada system, power Meters, Industrial Gateways and KNX products at least 3 years.
- Experience with the common interfacing and communication protocols, such as Modbus TCP/IP, Modbus RTU, BACnet, LonWorks and KNX.
- Have advanced Digital Citizenship Knowledge of IT network, Window Operating environment, networking, Database, Skype, Office,...etc. cypersecurity knowledge is Plus.
- Knowledge of Building Management systems software, such as EBO.
- Knowledge of Industrial Drives and Softstarter is Plus.
- Participated in Engineering, commissioning and troubleshooting activities
- Power and/or electrical systems knowledge
