EcoStruxure Power support  specialist 

SW & Solutions of ESXP

Profile\:

Ø  Dynamic leader with fair knowledge of CCC process in Schneider

Ø  Preferred - Minimum Experience of working 4 years in CCC at L2 or L3 levels in SW / Systems offers.

Ø  Overall support experience in SW tools connected to Electrical application / Similar

Ø  Fair knowledge on Configuring, Designing & Final acceptance testing of LV Electrical Systems for multiple segments

Ø  Skills to work with multicultural teams & Adaptability to work on different time zones

Ø  Able to influence and negotiate “process changes & adaptations”

Ø  Generate disruptive ideas in the way we support customers

Ø  Leverage technology advancement in providing innovative solutions in customer support process.

Ø  Good knowledge of IT networks, and capability around networking systems and computer systems

Roles Key Objective\:

Accelerates progress in our journey – Efficiency & Effectiveness in troubleshooting of our systems / solutions

 Ø  Custodian of Expert Customer support (L3)

o  Handle 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 stake holders such as R&D, Quality, and Marketing.

o  Offers to support.

§  Digital services\: Power Advisor, Asset advisor over Edge solution

§  SW as Service (SaaS)\: EEH based Solutions,

§  Commissioning & Traceability program\: EPC-Desktop, Mobile & Web.

 Ø  Define, Measure, Learn & Adapt\: Process / Methods / Tools & Guides

Ø  Working with Digital / platform teams to manage the Platform issues more effectively.

Ø  Picking the right initiatives and develop that could greatly improve ALL our system / solution support\:

o  Skills, tools, offer capability etc. 

   Ø Developing a mechanism to increase skill to troubleshoot systems / solutions\:

o  Work with CCC (L1, L2, L3), Learning path definition, Community learning & solution practices. 

   Ø  Collaborate & deliver right practices to deliver systems that has higher trouble shooting & diagnostics.

o  Driving Technical capabilities of our offers / systems through Rules, Invariants, Guides etc.

   Ø  Customer satisfaction is our top priority, and answers must be provided in a timely manner.

o  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.

o  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.

o  Use their knowledge and experience to maintain and update a Technical Knowledge Base, by creating FAQ documents (Frequently Asked Questions)

Strongly connected to\:

Ø  EcoStruxure deployment leaders

Ø  LoB Tech support managers / leaders

Ø  Country CCC managers & Corporate CCC staff

Ø  EcoStruxure Power project managers, PQL’s & OQL’s

Ø  Components that constructs for ESXP systems

 Behavioral & Leadership\:

Ø  Good communication skills and ability to provide internal and external training on cloud service offers

Ø  Acumen to analyze problems, drive short term & long-term solutions

Ø  Attention to detail, self-starter, proactive, Assertive & keen to learn, and result oriented.

Ø  Able to work under pressure and with deadlines.

Ø  Able to work across borders in different time zones and with L4 support team in France.

Ø  Able to investigate issues, diagnostic findings and provide customer recommendations using internal platform DSA (Digital Service Admin) designed to support the run team.

Education and Experience

Ø  Education\: Engineering degree in a related discipline (Electrical, Electronics, Instrumentation)

Ø  Working Experience\: Minimum 5 years of experience with connected products or system

Ø  Experience communicating technical concepts to internal or external customers, both verbally and in writing.

Ø  Business Understanding\: focus on customer satisfaction by ensuring fast customer support and reactivity

 Others (e.g. language skills, location)\: Fluency in English is mandatory.