Senior Engineer I, Technical Customer Care

Senior Engineer I, Technical Customer Care

Foxboro MA

What will you do?

Technical Support, Leadership & Problem Resolution


* Serves as a senior technical authority for customers, partners, and internal stakeholders across Foxboro SDA and DCS hardware, software, networking, and application platforms.


* Leads the investigation and resolution of complex, high-impact customer issues, performing advanced root cause analysis using system diagnostics, customer data, logs, and product behavior.


* Develops innovative troubleshooting methodologies and drives corrective and preventive actions to reduce recurring issues and improve customer satisfaction.


* Provides expert-level technical support through phone, email, web, and remote collaboration tools, ensuring timely resolution of critical customer escalations.


* Acts as the primary technical escalation point for support engineers, System Integrators, Field Service personnel and other Schneider Electric teams.


* Identifies product defects, systemic issues, and improvement opportunities, collaborating with engineering and product management teams to drive long-term solutions.


* Mentors and coaches junior support engineers, promoting technical excellence and knowledge sharing across the organization.

Communication, Collaboration & Customer Advocacy


* Builds and maintains strong relationships with customers, partners, and internal stakeholders, serving as a trusted technical advisor for complex operational and business challenges.


* Leads cross-functional collaboration efforts to align technical solutions, customer expectations, and business objectives.


* Drives effective communication during critical incidents, providing clear status updates, technical recommendations, and executive-level summaries when required.


* Develops and promotes best practices, support processes, and knowledge management initiatives to improve organizational effectiveness.


* Influences decision-making across departments through technical expertise, analytical insights, and customer-focused recommendations.

Product Development, Innovation & Service Readiness


* Represents Global Customer Support in new product development initiatives, ensuring serviceability, support readiness, and customer requirements are incorporated into product design.


* Provides technical leadership during product planning, design reviews, testing, and release readiness activities.


* Partners with development teams to define service requirements, validate technical documentation, and improve product reliability, maintainability, and supportability.


* Identifies trends from customer-reported issues and translates findings into actionable recommendations for product enhancements.


* Designs, develops, and delivers advanced technical training programs for support engineers, field service personnel, system integrators, and customers.


* Contributes to technical standards, ...