Technical Development Engineer

Overview:

The role involves driving the technical development and continuous capability enhancement of Technical Support Engineers and Agents to ensure the consistent delivery of high-quality customer support services.

This position is responsible for developing learning strategies, training materials, and technical skills programs that strengthen employee competency, operational effectiveness, and service excellence.

The role plays a key part in improving the overall learning experience by identifying skills gaps, maintaining training resources and records, conducting training needs analysis, and implementing development initiatives aligned with business and Technical Center of Excellence objectives.

Through technical consultation, operational support, and laboratory management, the position contributes to building a highly skilled workforce, improving customer satisfaction, and supporting overall business performance.

What will you do?


* Technical Skills Development



* New Hire Basic process and product training and coaching: The primary responsibility of a Technical Development Engineer is to provide basic process and product training to the newly hired Technical Support Engineers and Agents.

This will help in mentoring and training newly hired technical support staff.



* Learning materials development: This includes creation and/or improvement of the training materials, exams and anything related to learning effectiveness.

This will improve the learning experience and technical competencies of the employees.



* Capability building: A Technical Development Engineer (TDE) may be responsible for the development and maintaining the Technical Competency and Skills Matrix.

This will be critical that will help in collaborating with respective teams in building the capabilities of the employees.



* Documentation: A Technical Development Engineer (TDE) may be responsible for recording the training sessions completed in the learning management system and would be able to provide reports related to training from the learning management system.



* Basic cross-skilling and upskilling training: Technical Development Engineer (TDE) may be responsible for providing the cross-skilling and upskilling for the Schneider Electric employees as part of their development, sustainable business continuity, and growth opportunities.



* Advanced Technical Support Consultation



* Propose Technical Articles, FAQs, and Video FAQs from handled cases (bFO).



* Be able to propose and configure all functions according to the customer application.



* Be available for inbound and outbound customer interaction received through all agreed channels (bFO case, e-mail, phone, chat, web interface.

Etc...

) as part of the AHOD (All Hands On Deck) process.



* Work closely with all teams in the technical support scope: Primary, Advanced and Expert support team, Internal Technical and Services Teams, and BU during case life cycl...