EcoStruxure Power Expert Support Specialist

Profile:

• Dynamic leader with fair knowledge of CCC process in Schneider

• Preferred - Experience of working 4+ years in CCC at L2 or L3 levels in Gateway/SW / Systems offers.

• Overall experience of 8+ years in SW tools connected to Electrical application with minimum 3 years of

experience with connected products or system

• Fair knowledge on Configuring, Designing & Final acceptance testing of LV Electrical Systems for multiple

segments

• Experience with schneider Modbus gateways (PAS, ComX, SIB, PTL, Link150...) & Cloud Advisor systems (PA,

EAAD/SP&C, EEH)

• Work closely with Engineering , MVO(Relays, breakers, sensors) and services team.

• Focused on segments like O&G, Health care, Date centers (Large & critical applications)

• Skills to work with multicultural teams & Adaptability to work on different time zones

• Able to influence and negotiate "process changes & adaptations"

• Generate disruptive ideas in the way we support customers

• Leverage technology advancement in providing innovative solutions in customer support process.

• Good knowledge of IT networks, and capability around networking systems and computer systems

Roles Key Objective:

Accelerates progress in our journey - Efficiency & Effectiveness in troubleshooting of our systems / solutions

• Custodian of Expert Customer support (L3)

o Handle 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 stake holders such as R&D,

Quality, and Marketing.

o Offers to support.

• Large & Critical application, Eco Care & ESXP Digital systems/solutions.

• Digital services: Power Advisor, Asset advisor over Edge solution

• SW as Service (SaaS): EEH based Solutions

• Define, Measure, Learn & Adapt: Process / Methods / Tools & Guides

• Define Hyper care & Normal support processes for Solutions & Systems we roll out as part of EcoStruxure Power

deployment

• Working with Digital / platform teams to manage the Platform issues more effectively.

• Picking the right initiatives and develop that could greatly improve ALL our system / solution support:

o Skills, tools, offer capability etc.

• Developing a mechanism to increase skill to troubleshoot systems / solutions:

o Work with CCC (L1, L2, L3), Learning path definition, Community learning & solution practices.

• Collaborate & deliver right practices to deliver systems that has higher trouble shooting & diagnostics.

o Driving Technical capabilities of our offers / systems through Rules, Invariants, Guides etc.

• Customer satisfaction is our top priority, and answers must be provided in a timely manner.

o Use their technical expertise to analyze and resolve malfunctions in the products as mentioned in the

customer requests, or to collect relevant data from the customer site, allowing the R&D team to analyze

further and to provide a resolution.

o Make sur...