Job Description

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 ( Oracle Netsuite )
• Communicate and share knowledge with other L2 engineers as well as Primary Support.
• Manage inbound from VIP or key customers if necessary
• Ocasionally provide technical trainings to customers.
  

Qualifications

• Education:

• Bachelor’s degree in Electrical Engineering(preferred) or equivalent
• Post graduate crash courses such as Diploma in Electrical, Electronics, Renewable and Solar Energy 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); Have Expert knowledge according to the specialization (Solar or Power Electronics) 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.
  

Primary Location

Schedule

Unposting Date