Specialist Service Representative II - Remote Support - Data Centre

The Services organization is expanding its Digital Services execution capabilities to support Schneider Electric's digitization strategy and enhance customer value through connected technologies.

The Connected Services Hub (CSH) is a key pillar of this transformation, enabling proactive monitoring, analytics-driven insights, and remote support for customers' connected infrastructure.

As a Connected Services Technical Expert, you will combine deep technical expertise with a customer-centric mindset to monitor, analyze, and improve the performance, reliability, and availability of customers' connected electrical and critical infrastructure systems.

You will play a vital role in delivering predictive and condition-based maintenance services while supporting strategic customers across Schneider Electric's digital ecosystem.

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Key Responsibilities

Customer Success & Technical Support


* Deliver premium ("white-glove") remote support services to Schneider Electric's strategic digitally connected customers.


* Provide technical expertise in one or more of the following domains:
+ Electrical Distribution Systems
+ Critical Power & Cooling Infrastructure
+ Automatic Transfer Systems
+ Data Centre management Software


* Support field service engineers with technical troubleshooting, diagnostics, and operational issue resolution.


* Provide remote customer assistance through phone, email, chat, and other digital channels.


* Serve as a technical escalation point for customer and platform-related incidents.

Monitoring, Analytics & Reliability Services


* Monitor the health and performance of customer assets using connected services platforms.


* Perform predictive and condition-based analysis to identify potential issues and recommend corrective actions.


* Extract, analyze, and interpret data from digital monitoring systems and advanced analytics tools.


* Validate condition-based maintenance analytics and support continuous improvement of alert effectiveness.


* Assist in generating technical reports, health assessments, and customer recommendations.


* Provide actionable insights that improve system reliability, performance, and operational continuity.

Operational Excellence


* Maintain and enhance alarm playbooks to improve technical accuracy, response effectiveness, and service efficiency.


* Track, manage, and drive resolution of open incidents and technical concerns.


* Conduct root cause analysis and recommend preventive measures to reduce repeat incidents.


* Support continuous improvement initiatives within the Connected Services Hub.


* Mentor team members and share technical knowledge and best practi...