Advanced Technical Support Engineer, Industrial Automation

Are you passionate about improving customer satisfaction and creating market stability? Look no further as we're seeking a dedicated individual to provide top-tier technical support for Schneider Electric's range of Industrial Automation products and related solution.

We have an exciting opportunity for an Advanced Technical Support Engineer - Industrial Automation to join our Pacific Zone Technical Support team.

Based in Sydney (Australia), this role will report into Senior Manager, Advanced Technical Support.

As an Advanced Technical Support Specialist, you will play a pivotal role in guiding customers and SE businesses in their post-sales journey.

This includes Installation / Set-up support, maintenance support and Remote troubleshooting assistance.

Key operational responsibilities will include:


* Understand customer issue and expectations, including assessment of additional relevant information that may be needed to perform a comprehensive remote troubleshooting


* Incident and escalation point of contact for managing the resolution of customers critical issues.

This includes: liaising multiple stakeholders (Technical leadership team, Product marketing, Level-3 support, Quality, R&D teams) to help expedite resolutions and implement continuous improvement


* Contribute and aim towards a reduced End-to-End resolution time for customer issues


* Take the ownership on technical skills enhancement, including practical hands-on expertise


* Regularly review escalated cases from the Primary technical support team (Level-1) to identify gaps, and look at ways to improve technical competency of Level-1 engineers.


* Provide technical mentoring to Level-1 team to enable them to take on more case complexities


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


* Showcase customer success stories highlighting the value-added service technical support provides (internally and externally)


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


* Bolster the company's reputation by providing excellent technical service to our customers

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, going above and beyond to deliver extraordinary results and experiences for customers.

In addition, you possess the following relevant skills and attributes to be successful:


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


* Product-specific training and / or necessary training qualifications


* Candidates with Onsite service experience on Industrial Automation products will be preferred


* Experience in e...