Advanced Technical Support Engineer

1 month ago


Mt Vernon, United States Schneider Electric Full time

Mission: Ensure the best Customer Experience and Satisfaction by providing high-quality professional Technical Support to current or future SE customers, particularly regarding technical information in Digital Buildings & Power Management. Take ownership and ensure the customer is satisfied before closing the request. Assure a proper resolution for queries related to commissioning, configuration, troubleshooting, and product selection. Responsibilities: Provide technical support in post-sales and pre-sales by answering incoming communications from customers on all channels (e.g., phone, email, chat) and prioritizing customer’s support needs. Assist customers in obtaining log and configuration files through the network. Be able to perform remote connections to diagnose and solve customer needs. Ensure proper escalation to 3rd level support when necessary or to Field Service Team to provide on-site support as required by leading between departments and customer. Actively create/modify a knowledge database, review FAQ’s, and promote their usage towards customers. Provide relevant product and process training to other team members. Ongoing proactive research and learning about new products, technologies, and applications. Launch initiatives looking for innovation and digital transformation to improve processes and customer experience. Requirements: Education: Bachelor’s Degree with 3-5 years of work experience. Experience: Minimum 1 year Technical Support, Sales and/or customer service experience preferred. Skills: Expertise with: Knowledge in BMS (Script and Function Block programming). Knowledge in HVAC Systems (Sensors, Valves, and Actuators). Knowledge in Power Meters and Power Quality. Field Bus Communications (BACnet IP, Modbus TCP/RTU, Zigbee, KNX, DALI). Industrial Networking (gateways, switches, and routers). IT skills: Operating Systems (Windows, Linux). Database knowledge (SQL). Computer Software knowledge. Proficiency: Portuguese. Fluency: Spanish. English (C1 demonstrable). Strong verbal and written communication skills are required. Excellent problem-solving abilities, aptitude to understand and explain technical information, interpersonal, communications, and time management skills. Demonstrate a flair & understanding of customer support issues, flexibility, and an ability to learn quickly. Key Performance Indicators: Customer Satisfaction (individual and team NSS). Case logging quality. FAQs (written/video). Training/coaching provided either to colleagues or customers. #J-18808-Ljbffr



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