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The Role\: Spanish Technical Support Engineer

 

We are actively recruiting and interviewing for future positions in Technical Team.

This position supports the Customer Care Center Manager in handling all post-sales and pre-sales support, customer service and inquiries, and requests by all customers within the Iberia (Spain and Portugal). This person is required to coordinate with key internal parties to ensure that customer service request is handled in a timely manner by providing product information, needs, and technical support effectively.

 

What will you do?

ESSENTIAL FUNCTIONS\:

To perform Technical Assistance with all internal and external customers for all of Schneider’s Business Entities focused on Home and Distribution products. Support for other divisions including IT & Buildings, Industry, LV/MV , and all other applications at entry level. Initial troubleshooting and support of Products by Schneider To do technical service proposals to existing & prospected clients. Escalating problems to Technical Support Level 2 & Tiger Team when standard troubleshooting techniques and databases cannot provide an adequate solution. Product Testing / Evaluation of all Products with Quality Issues. Conduct training for Technical Services Entering all incoming call records in the call tracking system such as bFO Salesforce. Issuing replacements and following up on the fulfillment of the swap program with a Service Partner. Working with Network Sales Engineer and Field Service Engineering if on-site troubleshooting is required. Dispatching a Field Service Engineer or its Service Partner for unscheduled on-site services. Providing consultation to a Schneider customer who needs to upgrade the functionality and availability of their networks using other Schneider accessories, software, and services. Assisting in the upkeep of the local technical support lab and providing enhancements when required. Assisting in the troubleshooting of customer problems by replicating problems in the lab environment. Encourage our customers to use Live Agent Chat/support tools as much as possible, and guide the customer to use a self-service knowledge base.