Lead Systems Support Engineer

2 weeks ago

Phoenix, Arizona, United States Schneider Electric Full time
Overview:

The role involves delivering exceptional customer assistance through on-site installations, while also managing the diagnosis, troubleshooting, servicing, and repair of intricate systems and equipment. Ensures operational quality of system components is verified and approved.

The candidate must possess the capability to guide clients in the effective use and upkeep of their systems. This position acts as the primary point of contact between the company and the client for both administrative and technical aspects of designated projects. Responsibilities encompass various facets of field support, extending beyond just hardware and software to include PCs and networking solutions. Mentorship of junior staff may be required. Additional duties may be assigned by management.

Key Responsibilities:
  • Oversee customer contracts by conducting preventative maintenance visits, documenting and delivering reports, and providing on-site remedial assistance.
  • Ensure the customer's systems are equipped with the latest software updates, quick fixes, and hardware enhancements.
  • Develop upgrade strategies for client systems.
  • Conduct field Beta testing in the designated region and provide necessary feedback.
  • Adhere to all technical protocols and tools for Global Service.
  • Perform technical evaluations of client orders and proposals as requested.
  • Assess technical risks associated with expansion projects and upgrades.
  • Identify product and procedural deficiencies impacting customer satisfaction and propose solutions.
  • Deliver technical support to fulfill company objectives regarding quality and customer satisfaction.
  • Participate in technical training covering systems, instruments, application processes, communication, and safety.
  • Compile data for reports to assist management in decision-making related to customer satisfaction, sales, marketing, engineering, quality control, support, and employee satisfaction.
  • Support sales initiatives as directed by the Regional Service Manager to secure orders and service agreements.
  • Understand and uphold Schneider Electric Process Automation contractual obligations on major projects to ensure customer satisfaction.
  • Manage overall technical responsibilities for multiple projects, including specifications, functionality, testing, and commissioning.
  • Conduct system testing, factory acceptance testing (FAT), and develop testing documentation.
  • Prepare documentation and obtain client approval according to specifications and timelines.
  • Coordinate with the factory to resolve product-related issues.
  • Respond promptly to technical inquiries from clients.
  • Refer client requests to company specialists as necessary.
  • Assist sales personnel in addressing customer feedback.
  • Attend bid review meetings as required by sales and management.
  • Initiate site start-up and commissioning of systems.
  • Collaborate in a team environment, taking on both leadership and supportive roles.
  • Work with the Global Support Center (GCS) team as needed.
Qualifications for Success:
  • A recognized degree in Engineering, Engineering Technology, Computer Science, or Process Control is preferred. Military experience is also considered.
  • Minimum of 2 years of experience with Triconex and Foxboro IA, Modicon, and Wonderware systems.
  • Familiarity with HMI software, PLCs, DCS systems, and field instrumentation.
  • Knowledge of products and services within the Oil & Gas, Power Generation, Chemical industry, and Turbo Machinery.
  • Ability to work effectively in a team, demonstrating strong leadership and communication skills.
  • Excellent analytical and logical thinking abilities, along with sound judgment, negotiation, and interpersonal skills.
  • Detail-oriented with a forward-thinking approach and strong leadership capabilities.
  • Innovative and dynamic, with effective communication skills, particularly in multicultural settings.
Travel Requirements: Willingness to travel over 70% within the local area.

Technical Knowledge: Proficiency in Microsoft Office, Windows Operating Systems, Unix, DCS, Safety Systems, PLCs, communication protocols, networking, and system security.

Company Overview:

Schneider Electric is at the forefront of the digital transformation in energy management and automation. Our solutions empower the world to utilize energy in a safe, efficient, and sustainable manner. We are committed to fostering a global economy that is both environmentally sustainable and highly productive.

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