Primary Technical Support Engineer - LV Products - Macquarie Park NSW

About Us

Schneider's purpose is to create impact by empowering all to make the most of our energy and resources, bridging progress and sustainability for all.

At Schneider we call this Life Is On.

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

The Opportunity

Are you passionate about improving customer satisfaction and creating market stability? Look no further as we're seeking a dedicated individual to provide technical support for Schneider Electric's Home and Distribution, Low-voltage and Industrial Automation Products as a Primary Technical Support Engineer to in our Customer Experience team.

Based in Macquarie Park, NSW, this role will report to a Team Leader - Advanced Technical Support and support our mission to be a customer first advocate and connect our teams to provide a simplified seamless experience.

Through innovation and digitisation, you will play an integral part as a change agent towards continuous improvement.

As our Primary Technical Support Specialist, you will play a pivotal role in guiding customers and SE businesses in selecting and implementing our products, all while ensuring customer expectations are met and business goals are achieved.

Key responsibilities of this position will include:



* Majority of tasks will be around pre-sales assistance, with touchpoints on entry to mid-level post-sales support


* Identify and understand customer issue and expectations


* Deliver the primary level of technical support on our range of Electrical Power distribution and automation products in a timely manner


* Engage with various Internal stakeholders (Product marketing, sales, Pre-sales / PAE, customer care team, Advanced technical support) as and when needed


* Timely escalations to L2 Technical support team, including effective case-enrichment practices


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


* Enhance customer satisfaction and continue to refine customer management skills


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


* Bolster the company's reputation by providing excellent customer service

About You

You are innovative and strategic, focused on defining and supporting new models of technical support to produce premium service offering to our customers.

You are customer-obsessed in your delivery of extraordinary results and experiences for customers.

The following skills and attributes will be most relevant and support your success in this role:


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


* Fundamental understanding of Electrical Power distribution concepts, applications and related products


* Estimation experience (in electrical distribution products) and / or exposure to entry-lev...