­vanced Technical Support Solar Storage

Great People make Schneider Electric a great company. Do you dream of working in a company that is driven by a meaningful purpose and that continuously creates an inclusive environment where you are empowered to do your best and be innovative? The Role: Advanced Technical Support Engineer L2 (Solar) This position aimed to improve Customer Satisfaction by providing a high quality professional Advanced Technical Support to SE customers, particularly regarding technical information on products, application information during the pre-sales & after-sales process. Take the ownership and ensure the customer is satisfied before closing the request. Handle Escalations from Primary support & Internal Technical Teams, about applications issues, product configuration issues, product compatibility issues; escalate to Expert support (L3) and R&D/Cont.Eng and provide advanced training to Primary Support L1 Assist all our customers in reaching higher profit by making the best use of SE technologies. Deliver technical support and services at Advanced level. Be a trusted advisor, provide prompt and trusted resolutions during presales and aftersales cycle time of applying Schneider Electric product and solutions to the customer’s project. What will you do? ESSENTIAL FUNCTIONS: Solve Cases requiring in-depth troubleshooting assistance and Cases where Customer is requiring resolution for suspected bug(s). Understand and follow the customer complex solutions (Solar Architecture). Application and Environmental conditions evaluation Be able to propose and configure all functions according to the customer application Maintain the work environment, laboratory equipment and tools at the best level to be able to simulate, replicate and understand reported customer escalations. Answer fast and truste Work closely with all teams in the technical support scope: Primary and Expert support team, Internal Technical and Services Teams and BU during case life cycle time until it is successfully resolved from a customer point of view. Communicate effectively, collect all necessary information in case of escalation to Expert or R&D team is necessary. Be able to collect information needed in case of escalation to L3 and escalate on time. Be able to perform tests to reproduce customer behavior on demo case Understand the source of problem and evaluate its impact and the mitgation actions Understand and explain type test certificates and special quality tests. Propose, create and publish Technical Articles, FAQs and Video FAQs from handled cases Communicate and share knowledge with other L2 engineers as well as Primary Support. Manage inbound from customers Ocasionally provide technical trainings to customers. Key Performance Indicators: Customer Satisfaction (individual and team NSS) End to End Resolution Time and TAR-2 indicators of bFO cases. Complaint Management: Customer Major Issue, Business Risk Escalation, Customer Safety Issue, Offer Safety Alert , NSS Alerts. Knowledge Centered Support Maturity index.
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How to videos created and published Federated Search adoption Training/coaching provided to colleagues (quality and quantity) Fee-based advanced services: SLA, training, coaching, consultation, onsite service Qualifications Who would be successful? EDUCATION & EXPERIENCE REQUIRED Education: · Bachelor’s degree in Electrical Engineering(preferred) or equivalent (mandatory) · Attended course in Renewable and Solar Energy preferred · Completed diploma in Electrical, Electronics and Instrumentation advantage Experience: Minimum 3 years Technical Support experience in a call centre environment desirable and/or 2 years of experience in the field commissioning/Service projects (on site services etc); b. Have Expert knowledge according to the specialization (Solar or Power Electronics) Have Expert knowledge according to the specialization (Home and Distribution) and experience in other SE offers preferred but not required (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 · Strong electrical system knowledge and background · Knowledge in utility scale and Commercial Solar · Outstanding networking and computer knowledge · Have advanced Digital Citizenship. · Able to work with multicultural environment with regional responsiblities. · 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; · Good coaching and presentation skills desired. · Strong experience in SE Products and Solutions · Strong Understanding of Schneider EcoStuxure architectures. Location: Amenable to work in Rosario, Cavite Why us? · Schneider Electric is leading the digital transformation of energy management and automation. Our technologies enable the world to use energy in a safe, efficient and sustainable manner. We strive to promote a global economy that is both ecologically viable and highly productive. · €25.7bn global revenue · 137 000+ employees in 100+ countries · 45% of revenue from IoT · 5% of revenue devoted for R&D Video Link: https://youtu.be/J0cFSdFpI24 Let us learn about you! Apply today. You must submit an online application to be considered for any position with us. This position will be posted until filled. It is the policy of Schneider Electric to provide equal employment and advancement opportunities in the areas of recruiting, hiring, training, transferring, and promoting all qualified individuals regardless of race, religion, color, gender, disability, national origin, ancestry, age, military status, sexual orientation, marital status, or any other legally protected characteristic or conduct. Schedule: Full-time Req: 008OQQ