Advanced Technical Support Engineer (Medium-Voltage and Digital Power) - ANZ locations

* Join our Technical Support team as an Advanced Technical Support Engineer


* Previous experience in Medium Voltage products and applications is essential


* Location in Sydney, Brisbane, Adelaide (AUS) or Auckland (NZ) plus benefits

About Us

Schneider Electric is a global specialist in energy management and automation.

We are dedicated to supplying our customers with safe, reliable, and sustainable energy solutions.

We invent technologies that will transform the places where we live, work and play.

Our technologies ensure that Life Is On everywhere, for everyone at every moment.

Our Mission is to be the trusted partner in Sustainability and Efficiency.

About the opportunity:

The Technical Support team are seeking an Advanced Technical Support Engineer (Medium-Voltage and Digital Power product range) to play a pivotal role in guiding customers and SE businesses in their post-sales journey.

The position duties will include phone-based installation and set-up support, maintenance support and remote troubleshooting assistance to improve customer satisfaction.

The Advanced Technical Support Engineer is also the incident and escalation point of contact for managing the resolution of customers critical issues.

This includes liaising multiple stakeholders (Technical leadership team, Service technicians, Product marketing, Level-3 support, Quality, R&D teams) to help expedite resolutions and implement continuous improvement.

Reporting to the Advanced Technical Support Manager, this permanent position can be based in Sydney, Brisbane, Adelaide (AUS) or Auckland (NZ).

Key operational responsibilities:



* Understand customer issue and expectations, including assessment of additional relevant information that may be needed to perform a comprehensive remote troubleshooting


* Contribute and aim towards a reduced End-to-End resolution time for customer issues


* Take the ownership on technical skills enhancement, including practical hands-on expertise


* Develop personal technical expertise on SE's product range and contribute towards company knowledge resources (FAQ's / Technical Articles / Troubleshooting videos)


* Showcase customer success stories highlighting the value-added service technical support provides (internally and externally)


* Contribute to lead / new opportunities identification during engagement (discussions) with the customer


* Bolster the company's reputation by providing excellent technical service to our customers

About you:

Our ideal candidate will exhibit an innovative and strategic approach, focused on defining and supporting new models of technical support to produce premium service offering to our customers.

They will be customer-obsessed, going above and beyond to deliver extraordinary results and experiences for customers.

Required skills:


* Diploma/Degree in Electrical / Electronics / Power / Process Automation / Mechatronic Engineering, or Trade Qualification with relev...