Senior Engineer - Expert Technical Support

Job Description

The Expert Technical Support (L3) is the highest level of customer technical support in Schneider Electric.

It belongs to the central Business Unit and the team works closely with the global Quality, R&D, and Marketing teams.

The key responsibility of this role is to provide global technical support for Schneider Electric Protection Relay Devices.

The L3 engineer will:

- Assure the treatment of customer technical support incidents in BFO (Salesforce-based CRM platform), and follow the cases to their complete resolution, with the help, if needed, from other services of the activity like R&D, Quality, and Marketing.

Customer satisfaction is our top priority, and answers must be provided in a timely manner.

- Use their technical expertise to analyze and resolve malfunctions in the products as mentioned in the customer requests, or to collect relevant data from the customer site, allowing the R&D team to analyze further and to provide a resolution.

- Make sure to communicate regularly with the customer, and to provide updates on the status of a case when the problem takes a longer time to resolve.

- Use their knowledge and experience to maintain and update a Technical Knowledge Base, by creating FAQ documents (Frequently Asked Questions).

These may be text-based or video-based.

- Bring field experience and customer feedback to the Offer Creation and Issue to Prevention processes.

- Build and organize technical training, at least for Advanced Technical Support Centers (Level 2).

Profile

- Customer-focused and pro-active

- Occasional short-term travel to customer sites

- Excellent written and oral communication skills

Job Environment

Inside the Digital Power Line of Business (LoB), our team is part of the Customer Satisfaction & Quality Department.

We manage all the connected products, Smart Protection and Automation Control System.

Position will be based in Shanghai.

This team works with the Offer Quality, R&D, and Marketing teams as well as the country organizations.

Qualifications

Education Level: Bachelor's or master's degree in Electrical/Electronics/Power systems Engineering domain

Years of work experience:

- Preferably 5+ years in Electrical distribution, Protection relays, or related industry.

Competencies:

- Knowledge of power systems, protection relay applications, electrical network control technologies and communication networks.

- Previous experience in protection relays of Schneider Electric like Micom, Sepam and/or ABB, Siemens and its applications, on-site commissioning, or projects is preferred.

- Knowledge of IEC61850 or other industrial communication protocols.

- Knowledge on universal Test Equipment like Omicron will be an added advantage.

Languages: Full professional proficiency in English.

Schedule: Full-time
Req: 008Y87