Technical Support Expert

The Expert Technical Support (L3) is the highest level of customer technical support in Schneider Electric. It belongs to the central Business Unit and the team works closely with the global Quality, R&D, and Marketing teams.

Your role will be to provide technical support for Schneider Electric Power Quality Devices

Competencies:

Knowledge of Low Voltage Power Factor Correction (PFC), Active Harmonic Filters(AHF), Dynamic Voltage Restorer (DVR), Knowledge on national and international standards (IEEE, IEC,EN,etc) on Power Quality, LV Electrical distribution, PCC and MCC Panels, Understand Electrical Single-line diagram, Knowledgeable in power quality phenomena such as Power factor, Harmonics,Voltage distribuance, additional knowledge on Variable Frequency Drice(VFD),Uninterrupted Power supply(UPS),Variable Speed Drives(VSD), basic Knowledge of communication protocols like Modbus, TCP, Previous experience in Schneider Electric Power Quality Product Application Expert is an added advantage.

Languages: Full professional proficiency in English.

The L3 engineer will:

• Assure the treatment of customer technical support incidents in BFO (Salesforce-based CRM platform), and follow the cases to their complete resolution, with the help, if needed, from other services of the activity like R&D, Quality, and Marketing. Customer satisfaction is our top priority, and answers must be provided in a timely manner.
• Use their technical expertise to analyze and resolve malfunctions in the products as mentioned in the customer requests, or to collect relevant data from the customer site, allowing the R&D team to analyze further and to provide a resolution.
• Make sure to communicate regularly with the customer, and to provide updates on the status of a case when the problem takes a longer time to resolve.
• Use their knowledge and experience to maintain and update a Technical Knowledge Base, by creating FAQ documents (Frequently Asked Questions). These may be text-based or video-based.
• Bring field experience and customer feedback to the Offer Creation and Issue to Prevention processes.
• Build and organize technical training, at least for Advanced Technical Support Centers (Level 2).

Qualifications:

Bachelor's or master’s degree in Electrical/Electronics/Powersystems Engineering domain

Years of work experience:

Preferably 10+ years in Energy Utility Sector with knowowledge of Low Voltage Power Factor Correction methods, Variable Frequency Drives, Harmonic filters or related industry.

Profile:

• Customer-focused and pro-active
• Occasional short-term travel to customer sites
• Excellent written and oral communication skills

Job Environment:

Inside the Digital Power Line of Business (LoB), our team is part of the Customer Satisfaction & Quality Department. We manage all the connected products, Smart Protection and Automation Control System. Position is currently based in Bangalore Location. This team works with the Offer Quality, R&D, and Marketing teams as well as the country organizations.

Let us learn about you! Apply today.