Secure Power Technical Support Engineer

JOB TITLE: PRIMARY TECHNICAL SUPPORT Version: 1.2 Date: Q3 2019 Hierarchical Reporting : CCC Manager/Technical Team Leader Recommended Job Code : QFT2 Mission: Improve Customer Satisfaction by providing a high quality professional Primary Technical Support to SE customers, particularly regarding technical information on products (in some instances prices and discounts included), application information during the pre-sales & after-sales process. Take the ownership and ensure the customer is satisfied before closing the request. Assure a proper resolution for queries related to product replacement, on-site intervention, technical complaints, product selection, troubleshooting and product quality returns. Create/modify knowledge database and review FAQ’s. Identify new business opportunities, define and quote product and equipment from customers’ requests, coordinating with relevant Quotation, Sales or Marketing contact for special prices. Communicate to relevant sales people. Responsibilities: Provide 1st level of technical support in pre-sales (product selection, application information) and post-sales (product installation, technical characteristics, technical complaints) telephone and electronic to SE customers and partners; Responsible for answering incoming communications from customers on all channels (ex: phone, email, chat) and prioritizing customer’s support needs; Assure proper escalation to the 2nd level support when necessary or to to Service Team to provide on-site support as required; Issue quotations in accordance with customer requests and required standards: cross references, configuration, mix of products in cooperation with countries representatives; Provide support to the customers for product replacement, troubleshooting and technical complaints; Complete documentation and follow up on all commitments and customer details; Actively create/modify knowledge database,review FAQ’s, promote their usage towards the customers (same for video FAQs and download centers) Collaborate with Marketing on new product launches; Provide relevant product and process training to other team members; Ongoing proactive research and learning about new products, technologies and applications; Participate in the interaction centre’s continuous improvement process; Liaise between customers, After-Sales and Marketing regarding Product Quality Returns. Responsible for back-up (English language where local not covered) of tasks performed in other teams (technical support, generalist, Lead management, etc) when necessary Specific product and process related responsibilities: Propose FAQ from handled cases (bFO); create/contribute to Video FAQs Clarification of information in Company Manuals Make information available on the Company public WEB Site and on relevant forums; embed all digital resources in providing service to customers (Federated Search, mySchneider App, MySE etc) Participation in new product development process (Beta testing, technical proof reading and technical support documentation); contribute to Product Specifications and provide firmware upgrade assistance Be able to collect information needed in case of escalation to L2 (electrical single line&control wiring diagram, complete drive configuration, context and historical etc). Assist customer with obtaining log and configuration files through network Be able to use commissioning tools in order to obtain configuration Be able to provide technical answer by using documentation (User Guide, Programming Manual, Installation Manual) Ocasionally provide technical trainings to customers . Key Performance Indicators: Customer Satisfaction (individual and team NSS) Complaint Management: Customer Major Issue, Business Risk Escalation, Customer Safety Issue, Offer Safety Alert Generated revenue (individual and team) Case logging quality & quantity FAQs (written/video) - KCS Maturity, Linked FAQ to cases, New/Up-dated FAQs Federated Search adoption Training/coaching provided to colleagues quality and quantity Qualifications Requirements: Education: Bachelor’s Degree with 1-2 years of work experience or Post-Secondary technical school with 2-3 years of work experience Experience: Minimum 1 year Technical Support, Sales and/or customer service experience preferred; Previous sales experience an advantage; Previous Call-Centre experience desirable; Have Basic knowledge according to the specialization if needed (Automation, Electrical Distribution LV & MV, Home & Building Automation, Power Quality & Energy Management, UPS Systems) Skills: Fluency required in English and the language of the country he/she supports (English fluency is mandatory in case of constant required contact with a Regional Advanced Support Center) Working electrical knowledge essential; PC skills (Microsoft, Windows, ERPs) Strong verbal and written communication skills are required Demonstrate a flair & understanding of customer support issues, flexibility and an ability to learn quickly; Excellent problem solving abilities, aptitude to understand and explain technical information, interpersonal, communications and time management skills; Ability to develop and maintain customer rapport; Stake-holders and Communication: Customers – Inform, Explain, Influence Team Leader – Inform, Explain CCC teams (primary, advanced and expert) – Inform, Influence, Explain, Negotiate Related CS&Q Managers – Inform, Explain Related Sales, Services, Marketing, Project Execution, GSC Managers/Teams – Inform, Influence, Explain, Negotiate Any leader that may contribute to solve Customer issues – Inform, Influence, Explain, Negotiate Key Account Manager, Strategic Account Executive – Inform, Influence, Explain, Negotiate Schedule: Full-time Req: 00862E