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Job Description
- Solve Cases requiring in-depth troubleshooting assistance and Cases where Customer is requiring resolution for a suspected bug(s).
- Access to resolution database and use of diagnostic tools communities.
- Understand and follow 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 behaviour 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 (before).
- Be able to collect information needed in case of escalation to the expert team
- Understand the source of the problem and evaluate its impact and the mitigation actions
- Maintain the right Expert knowledge according to the specialization needed:
- Variable Speed drives,
- TeSys motor control solutions
- Industrial Automation Solutions and products
- Cloud Solutions, advisors offer in cybersecurity
- Knowledge of IT network, Window Operating environment.
- IoT Platform Concept and its enabled architecture.
- Communications and architectures across layers
Job Requirements
- Education: Engineers in electricity, electronics, electrical engineering, automation, industrial, and Mechatronics
Experience:
- 5+ years experience in Technical support or relative experience (commissioning/Service/Engineering/Consultant) (on-site services etc) is plus; Have Expert
- knowledge according to the specialization if needed
- (Industrial Automation, Power Quality & Energy Management, Software background)
Skills:
- Fluency required in English, French is Plus.
- Able to work with Multiculture environment with regional responsibilities.
- 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, attitude to understand and explain technical information, interpersonal, communications and time management skills;
- Strong knowledge in industrial software, SCADA system, Variable speed drives, soft starter and motor control protection at least 3 years.
- Experience with the common interfacing and communication protocols, such as Modbus TCP/IP, Modbus RTU, Profibus.
- Have advanced Digital Citizenship Knowledge of IT network, Window Operating environment, networking, Database, Cybersecurity knowledge Skype, Office,...etc.
- Knowledge of Cloud Solutions, advisors offers.
- Participated in Engineering, commissioning and troubleshooting activities
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