Advanced Technical Support Engineer – Clipsal Cortex - 12-Month Fixed-Term Contract

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 the Home Energy Management Solution (HEMS) within the Schneider Electric / Clipsal business.

About Schneider Electric / Clipsal:

Schneider Electric is a global specialist in energy management and automation.

Our mission is to empower Homeowners to take control of their energy usage, generation and storage with our Australian designed and developed Home Energy Management Solution (HEMS).

The HEMS platform consists of an app for Homeowners, app for Installers and Smart Energy Meter or Catch Control Meter.

Our HEMS makes it easy for Homeowners to intelligently automate their increasingly complex systems for energy generation, storage and loads, see tangible dollar-figure insights on their investment and identify ways to maximise their savings by reviewing their retail plan, shifting their major loads and taking advantage of demand response programs.

We have a team of ambitious people who are passionate about providing our customers with the best possible home energy management experience and help them get the most from their clean energy investment.

About the Job:

This is a 12-Month Fixed-Term Contract.

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

Based in Sydney (Australia) or Adelaide (Australia), this role will report into Team Leader - Advanced Technical Support, H&D.

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:

Home Energy Management Solution Support



* Ensure Solar Installers and Homeowners have a smooth onboarding, commissioning, and product experience with the Home Energy Management System.


* Onboard Installers who are new to HEMS, providing guidance and setup support.


* Handle support calls from Installers during system commissioning to resolve technical issues.


* Resolve Homeowner issues related to the HEMS mobile app via phone and email.


* Work with Wholesalers, Installers, Customers, and Manufacturers to process warranty claims, including arranging replacement parts and installation.


* Perform comprehensive troubleshooting to diagnose system and software issues.


* Escalate complex or software-related problems to L3 Software Operations teams when required.

Support for Installed Residential Solar Fleet (Clipsal Solar)


* Provide ongoing operational support for the fleet of residential solar systems installed by the Clipsal Solar business (now part of Schneider Electric).


* Manage relationships with customers, sub-contracted solar installers, equipment suppliers, and intern...