3Phase Power L2 Technical Support Representative

This position respond to Field Service queue calls, emails, and chats that come into the customer care center


* Support FSRs in analyzing site technical issues as part of the technical escalation process


* For most critical/complex issues, take the lead of resolution (data collection, analysis, troubleshooting, implementation of a solution, & escalation to Level 3 if necessary) for problems associated with 3Phase UPS systems or components.


* Research, identify, develop, and recommend corrective measures to address technical issues identified in the field or in-house.


* Resolve advanced technical problems brought to us by External Customers, Sales Personnel, and Engineering.


* Identify and qualify product failures and assist L3 in understanding and resolving them.


* Case tracking with entries in our CRM system.


* Research and documentation of technical problems and solutions.


* Ensure correct appliance of Schneider Quality processes (Issue to Prevention, TEX, International Service Request, etc.)


* Act as a coach for more junior TSEs


* Performs site visits with Field Service Representatives


* Provide after-hours support for the Schneider-Electric install base through an on-call rotation


* Support Strategic Accounts


* Other duties as assigned by the Technical Support Manager

Main interactions:

Service Operations, Field Service Managers, Service Execution Managers, Field Service Representatives, Service Coordinators, Quality Teams

Key Success Factors:


* Strong technical skills with APC, MGE, and/or Schneider-Electric UPSs


* Ability to handle multiple tasks simultaneously


* Display a solid customer-focus mindset


* On-site or remote advanced technical support experience

Skills Required (can be adapted per technologies used in SE Business Units):


* Electrical engineering degree or equivalent


* Experience in system troubleshooting, diagnosis, and problem-solving for:
+ 3PH Power UPS Systems
+ APC Products
+ MGE Products
+ Schneider Electric Products


* Ability to troubleshoot electronic and 3 phase equipment using schematic or block diagrams


* Thorough understanding of principles of AC and DC power, various AC and DC supply circuit components.


* Exceptional communication skills and report writing


* FSR for 5-7 years or L1 with 10 years experience and FSR training on required products

Let us learn about you! Apply today.

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