Technical Support Engineer - EPMS

We have an exciting leadership opportunity for an experienced Senior Technical Support Engineer to join our R&D team.

This position reports to the Customer Experience Chapter Leader and is responsible for supporting and enabling our Energy and Power Monitoring System (EPMS) Solutions which include EcoStruxure Power Operation (EPO) SCADA and Power Monitoring Expert (PME) software.

The role focuses on investigations and resolutions of complex customer-escalated issues, training of stakeholders within Schneider Electric, and working on proactive topics such as bug fixes, knowledge-management and technical discovery.

What will she/he do?

• Reproducing, troubleshooting, resolving and documenting technical support cases impacting our customers

• Managing customer expectations through resolution process


* Building diagnostics tools, authoring knowledge base articles and leading process improvement for customer incident resolution


* Mentoring of Technical Support groups with new features and resolutions to common situations


* Developing fixes and doing technical discovery on future aspects of the product


* Contributing to product development activities, including verification and validation, bringing in customer experiences

Qualifications

What qualifications will make her/him successful?


* Deep understanding of Power Management and Operation or similar offers and their targeted customer base


* Proven experience of Electrical (Operational Technology) and Communication (Information Technology) networks


* Customer-service oriented and able to advocate for customers with project teams


* Demonstrated passion and ability to troubleshoot, leveraging skills and techniques to break down complex architectural problems


* Strong software/IT maintenance, development, and testing ability for in-depth resolutions of complex system issues involving operating systems such as Windows Server/Active Directory/Group Policy/IIS


* Able to multitask, prioritize, and manage time efficiently and independently.


* Experience with communication protocols such as Modbus, BACNet, OPC DA, IEC61850, SNMP


* Strong communication and collaboration skills to work effectively with customers and technical colleagues, sharing detailed technical information in an easy-to-understand manner (written and verbal)


* Degree in Computer Science or Electrical Engineering (a considerable amount of experience may preclude the need for a degree)

What's in it for her/him?

• We empower all our employees to work flexibly and to manage their unique life and work in the way that works best for them.

You are enabled, empowered, and safe to choose when and how you work best.

• We work in a hybrid setting - remote can be considered for this position - (exact configuration will be discussed with the Manager) and the rest of time with customers and/or collaborating with peers and partners at our office.

• Possibility to grow and ...