Italian Technical Support Engineer
Great People make Schneider Electric a great company.
Do you dream of working in a company that is driven by a meaningful purpose and that continuously creates an inclusive environment where you are empowered to do your best and be innovative?
The Role: Italian Technical Support Engineer
We are actively recruiting and interviewing for future positions in Technical Team.
Improve Customer Satisfaction by providing a high quality professional Advanced/Expert Technical Support to SE customers, particularly regarding remote technical troubleshooting/diagnostic on Motion base Machines & processes.
Take the ownership and ensure the customer is satisfied before closing the request.
Handle Escalations from Primary support & Internal Technical Teams, about applications issues, product configuration issues, product compatibility issues; manage fee-based advanced services; escalate to Expert support and R&D/Cont.Eng.
Assist all our customers in reaching higher profit by making the best use of SE technologies.
Deliver technical support and services at Advanced/expert level.
Be a trusted advisor, provide prompt and trusted resolutions during aftersales cycle time of applying Schneider Electric product and solutions to the customer's project on Motion based solutions.
What will you do?
* Solve Cases requiring in-depth troubleshooting / remote diagnostic assistance and Cases where Customer is requiring resolution for suspected bug(s).
* Access to resolution database and use of diagnostic tools
* Understand and follow the customer complex solutions
* Application and Environmental conditions evaluation
* 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 available for inbound and outbound customer interaction received through all agreed channels
* Maintain the work environment, laboratory equipment and tools at the best level to be able to simulate, replicate and understand reported customer escalations.
* Work closely with all teams in the technical support scope: Primary and Expert support team, Internal Technical and Services Teams and BU during case life cycle time until it is successfully resolved from a customer point of view.
Communicate effectively, collect all necessary information in case of escalation to Expert or R&D team is necessary.
Escalate on time.
* Be able to perform tests to reproduce customer behavior on demo case
* Communicate and share knowledge with other L2 engineers as well as Primary Support.
* Be able to collect information needed in case of escalation to L3
* Manage fee-based advanced services
* Understand and explain type test certificates and special quality tests.
* Maintain the right Expert knowledge according to the specialization needed
Qualifications
Education: Bachelor's Degree graduate in Electrical, Electronics, Automati...
- Rate: Not Specified
- Location: Cavite, PH-CAV
- Type: Permanent
- Industry: Finance
- Recruiter: Schneider Electric
- Contact: Not Specified
- Email: to view click here
- Reference: 008M4G-en-us
- Posted: 2024-10-18 08:27:43 -
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