Italian Technical Support Engineer

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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...