Primary Technical Support

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: Primary Technical Support

What will you do?


* Provide 1st level of technical support in pre-sales (product selection, application information) and post-sales (product installation, technical characteristics, technical complaints) telephone and electronic to SE customers and partners;


* Responsible for answering incoming communications from customers on all channels (ex: phone, email, chat) and prioritizing customer's support needs;


* Assure proper escalation to the 2nd level support when necessary or to to Service Team to provide on-site support as required;


* Provide support to the customers for product replacement, troubleshooting and technical complaints;


* Complete documentation and follow up on all commitments and customer details;


* Actively create/modify knowledge database,review FAQ's, promote their usage towards the customers (same for video FAQs and download centers)

• Collaborate with Marketing on new product launches;


* Provide relevant product and process training to other team members;


* Ongoing proactive research and learning about new products, technologies and applications;


* Participate in the interaction centre's continuous improvement process;


* Liaise between customers, After-Sales and Marketing regarding Product Quality Returns.



* Responsible for back-up (English language where local not covered) of tasks performed in other teams (technical support, generalist, Lead management, etc) when necessary


* Specific product and process related responsibilities:



* Propose FAQ from handled cases (bFO); create/contribute to Video FAQs


* Clarification of information in Company Manuals


* Make information available on the Company public WEB Site and on relevant forums; embed all digital resources in providing service to customers (Federated Search, mySchneider App, MySE etc)


* Participation in new product development process (Beta testing, technical proof reading and technical support documentation); contribute to Product Specifications and provide firmware upgrade assistance


* Be able to collect information needed in case of escalation to L2 (electrical single line&control wiring diagram, complete drive configuration, context and historical etc).


* Assist customer with obtaining log and configuration files through network


* Be able to use commissioning tools in order to obtain configuration


* Be able to provide technical answer by using documentation (User Guide, Programming Manual, Installation Manual)

Ocasionally provide technical trainings to customers .

Key Performance Indicators:


* Customer Satisfaction (individual and team NSS)


* Generated revenue (individual ...