Technical Development Engineer - Industrial Automation

Join our dynamic team as a Technical Customer Service Professional and be the voice of excellence in our Contact Center! We're looking for a tech-savvy problem solver who's passionate about delivering exceptional customer experiences through technical support and product expertise.

What will you do:

Technical Skills Development


* New Hire Basic process and product training and coaching: The primary responsibility of a Technical Development Engineer is to provide basic process and product training to the newly hired Technical Support Engineers and Agents.

This will help in mentoring and training newly hired technical support staff.


* Learning materials development: This includes creation and/or improvement of the training materials, exams and anything related to learning effectiveness.

This will improve the learning experience and technical competencies of the employees.


* Capability building: A Technical Development Engineer (TDE) may be responsible for the development and maintaining the Technical Competency and Skills Matrix.

This will be critical that will help in collaborating with respective teams in building the capabilities of the employees.


* Documentation: A Technical Development Engineer (TDE) may be responsible for recording the training sessions completed in the learning management system and would be able to provide reports related to training from the learning management system.


* Basic cross-skilling and upskilling training: Technical Development Engineer (TDE) may be responsible for providing the cross-skilling and upskilling for the Schneider Electric employees as part of their development, sustainable business continuity, and growth opportunities.

Advanced Technical Support Consultation


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


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


* Be available for inbound and outbound customer interaction received through all agreed channels (bFO case, e-mail, phone, chat, web interface.

Etc...

) as part of the AHOD (All Hands On Deck) process.


* Work closely with all teams in the technical support scope: Primary, Advanced 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.

Communicate effectively, and collect all necessary information in case of escalation to the Expert or R&D team if necessary.

Escalate on time.

Laboratory Management


* Maintain the work environment, laboratory equipment, and tools at the best level to be able to simulate, replicate and understand reported customer escalations.


* Be able to perform tests to reproduce customer behavior on demo cases using the available products in the laboratory


* Ensure lab safety by carrying out regular inspections of all equipment, including connection audits and heat-risk assessments.

Document fi...