3Phase Power L2 Technical Support Representative

Overall mission:

As part of the Secure Power North America Operations, this role is responsible for providing issue resolution and contributing to excellence & efficiency to =SE= product install based through queue calls, emails, and chats that come into the customer care center.

The primary function is to support Field Service Engineers (FSRs).

However, support is not limited to only FSRs.

The role also acts as a coach/mentor for L1 TSEs, identifies and qualifies product failures, and assists L3 in understanding and resolving them through entering andtracking entries in our CRM system.

Shift:

11:30am-8:00pm EST, unless otherwise noted

Pay: Salary Exempt; semi-monthly

Essential Responsibilities & Key Tasks:


* Respond to Field Service queue calls, emails, and chats that come into the customer care center



* Support FSRs in analyzing site technical issues as part of the technical escalation process



* For most critical/complex issues, take the lead of resolution (data collection, analysis, troubleshooting, implementation of a solution, & escalation to Level 3 if necessary) for problems associated with 3Phase UPS systems or components.



* Research, identify, develop, and recommend corrective measures to address technical issues identified in the field or in-house.



* Resolve advanced technical problems brought to us by External Customers, Sales Personnel, and Engineering.



* Identify and qualify product failures and assist L3 in understanding and resolving them.



* Case tracking with entries in our CRM system.



* Research and documentation of technical problems and solutions.



* Ensure correct appliance of Schneider Quality processes (Issue to Prevention, TEX, International Service Request, etc.)



* Act as a coach for more junior TSEs



* Performs site visits with Field Service Representatives



* Provide after-hours support for the Schneider-Electric install base through an on-call rotation (Mon-Fri -8pm to 8 am; Fri 8 pm to Sunday 11:59 pm)



* Support Strategic Accounts



* Other duties as assigned by the Technical Support Manager

Main interactions:


* Service Operations, Field Service Managers, Service Execution Managers, Field Service Representatives, Service Coordinators, Quality Teams

Key Success Factors:


* Strong technical skills with APC, MGE, and/or Schneider-Electric UPSs



* Ability to handle multiple tasks simultaneously.



* Display a solid customer-focus mindset



* On-site or remote advanced technical support experience

Skills Required (can be adapted per technologies used in SE Business Units):


* Electrical engineering degree or equivalent



* Experience in system troubleshooting, diagnosis, and problem-solving for:



* 3PH Power UPS Systems



* APC Products



* MGE Products



* Schneider Electric Products



* Ability to troubleshoot electronic and 3 phase and Single phase equipment using schematic or block ...