EcoStruxure Power support specialist

EcoStruxure Power support specialist

SW & Solutions of ESXP

Profile:

Ø Dynamic leader with fair knowledge of CCC process in Schneider

Ø Preferred - Minimum Experience of working 4+ years in CCC at L2 or L3 levels in SW / Systems offers.

Ø Overall support experience in SW tools connected to Electrical application / Similar

Ø Fair knowledge on Configuring, Designing & Final acceptance testing of LV Electrical Systems for multiple segments

Ø Skills to work with multicultural teams & Adaptability to work on different time zones

Ø Able to influence and negotiate "process changes & adaptations"

Ø Generate disruptive ideas in the way we support customers

Ø Leverage technology advancement in providing innovative solutions in customer support process.

Ø Good knowledge of IT networks, and capability around networking systems and computer systems

Roles Key Objective:

Accelerates progress in our journey - Efficiency & Effectiveness in troubleshooting of our systems / solutions

Ø Custodian of Expert Customer support (L3)

o Handle 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 stake holders such as R&D, Quality, and Marketing.

o Offers to support.

§ Digital services: Power Advisor, Asset advisor over Edge solution

§ SW as Service (SaaS): EEH based Solutions,

§ Commissioning & Traceability program: EPC-Desktop, Mobile & Web.

Ø Define, Measure, Learn & Adapt: Process / Methods / Tools & Guides

Ø Working with Digital / platform teams to manage the Platform issues more effectively.

Ø Picking the right initiatives and develop that could greatly improve ALL our system / solution support:

o Skills, tools, offer capability etc.

Ø Developing a mechanism to increase skill to troubleshoot systems / solutions:

o Work with CCC (L1, L2, L3), Learning path definition, Community learning & solution practices.

Ø Collaborate & deliver right practices to deliver systems that has higher trouble shooting & diagnostics.

o Driving Technical capabilities of our offers / systems through Rules, Invariants, Guides etc.

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

o 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.

o 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.

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

Strongly connected to:

Ø EcoStruxure deployment leaders

Ø LoB Tech support managers / leaders

Ø Country CCC managers & Corporate CCC staff

Ø EcoStruxure Power project manag...