Advanced Technical Support Expert - MEA

Mission:


* Provide Technical Support at advanced technical level


* Provide Professional Services : Remote assistance,EcoStruxure Consultation,Onsite intervention (with agreement of local services



* Improve Customer Satisfaction by providing a high quality professional Advanced Technical Support to SE customers.

Responsibilities:


* Propose, create and publish Technical Articles, FAQs and Video FAQs from handled cases (bFO).


* Solve Cases requiring in-depth troubleshooting assistance and Cases where Customer is requiring resolution for suspected bug(s).


* Understand and follow the customer complex solutions (EcoStuXure Architecture).


* Application and Environmental conditions evaluation


* Troubleshooting using remote monitoring tools and advanced technics.



* Be able to propose and configure all functions according to the customer application


* 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.


* Be able to perform tests to reproduce customer behavior on demo case


* Be able to collect information needed in case of escalation to L3



* Understand the source of problem and evaluate its impact and the mitgation actions


* Maintain the right Expertise in Industrial Automation (PLC's ,HMI's and associated softwares)


* Occasionally provide technical trainings to customers .

Qualifications

Qualifications:


* Education: BSc.

Engineers degree in Electronics, Automation, Industrial Data Processing.


* Experience: +4 years Technical experience and/or preferred 2 years of experience in the field commissioning/Service projects (on site services etc).


* Industrial Automation /Process Automation domains

3.

Skills:


* Fluency required in English


* Excellent knowledge of major operating systems


* Familiar with big projects solutions context.


* Have advanced Digital Citizenship.


* Able to work with multicultural environment with regional responsiblities.


* Strong verbal and written communication skills are required


* Excellent problem solving abilities, aptitude to understand and explain technical information, interpersonal, communications and time management skills;


* Ability to develop and maintain customer rapport;


* Good coaching and presentation skills desired.


* Strong experience in SE Products and Solutions


* Strong Understanding of Schneider EcoSrtuxure architectures.

Schedule: Full-time
Req: 009DXX