Senior Manager - Advanced Technical Support- PP

Job Description for Advanced Technical Support Engineer (LV & MV Switchgear)

Advanced Technical Support Engineer

Mission:

Schneider Electric is seeking a Customer Success Advanced Support agent for the Greater India, EAJ who will be responsible for technical support of SE Power product & Power System range.

Assist all our customers in reaching higher profit by making the best use of SE technology.

Deliver technical support and services at Advanced level in Power Products.

Be a trusted advisor, provide prompt and trusted resolutions during pre-sales and after-sales cycle time of applying Schneider Electric product and solutions to the customer's project.

Assure the treatment of 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 services of the activity like R&D, Quality, and Marketing.

Working Days - 5

Key Responsibilities:


* End to end resolution of the technical requests from customer on pre-sales (product selection, application information) and post-sales (Troubleshooting, Application assistance, Product installation, technical characteristics, technical complaints ..

etc) within fixed timeframe.


* Understand, evaluate, and reproduce received technical queries in laboratory to determine the root causes of the problem and convey the validated solution to customer.


* Creating and managing knowledgebase on validated solutions in SE repository


* Prepare and provide technical trainings to different stakeholders , Primary Technical Teams & End Customers


* Onsite intervention for solving critical issues.


* TEX Validation


* Executing POC's along with Sales & Marketing Team.


* Root Cause Analysis preparation for issues reported.


* Enhancing knowledgebase of SE with Text & Video Faq's

Core Competencies:


* Bachelor degree in Electrical/Electronic/Instrumentation Engineering


* Minimum 4-7 years of hands on experience on Projects, Services, Installation and commissioning of Power products (Circuit breakers- ACB, MCCB, MCB, RCCB, MPCB, contactors, overload/overcurrent relays, TeSys T, TeSys U, Power factor correction relays, Active harmonic filters, Blokset, insulation monitoring devices, operation theatre panel ..

etc)


* Power System Products- VCB, AIS, GIS, Transformer, MV Panel, Vacuum contactor, Dry type and OLTC transformer, power and distribution


* Understanding of EMC, Groundings, Power System network will be an advantage


* Hands-on experience and wide understanding of Schneider Electric products, solutions and engineering concepts would be an advantage.


* Excellent communication skills (Oral & Written) and ability to interact with global customers.


* Excellent problem solving and data analytical approach.


* Excellent team player.

BE /BTech

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