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The Role\: Italian Technical Support Engineer
We are actively recruiting and interviewing for future positions in Technical Team.
Improve Customer Satisfaction by providing a high quality professional Advanced/Expert Technical Support to SE customers, particularly regarding remote technical troubleshooting/diagnostic on Motion base Machines & processes. 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; manage fee-based advanced services; escalate to Expert support and R&D/Cont.Eng.
Assist all our customers in reaching higher profit by making the best use of SE technologies. Deliver technical support and services at Advanced/expert level. Be a trusted advisor, provide prompt and trusted resolutions during aftersales cycle time of applying Schneider Electric product and solutions to the customer’s project on Motion based solutions.
What will you do?
Solve Cases requiring in-depth troubleshooting / remote diagnostic assistance and Cases where Customer is requiring resolution for suspected bug(s).Access to resolution database and use of diagnostic tools Understand and follow the customer complex solutionsApplication and Environmental conditions evaluationSite Visit may be required. Using remote monitoring tools and advanced technics.Be able to propose and configure all functions according to the customer applicationBe available for inbound and outbound customer interaction received through all agreed channels Maintain the work environment, laboratory equipment and tools at the best level to be able to simulate, replicate and understand reported customer escalations.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. Escalate on time.Be able to perform tests to reproduce customer behavior on demo caseCommunicate and share knowledge with other L2 engineers as well as Primary Support.Be able to collect information needed in case of escalation to L3 Manage fee-based advanced servicesUnderstand and explain type test certificates and special quality tests.Maintain the right Expert knowledge according to the specialization needed