Great People make Schneider Electric a great company.

 Do you dream of working in a company that is driven by a meaningful purpose and that continuously creates an inclusive environment where you are empowered to do your best and be innovative?

 The Role\: Primary Technical Support 

What will you do? 

Provide 1st level of technical support in pre-sales (product selection, application information) and post-sales (product installation, technical characteristics, technical complaints) telephone and electronic to SE customers and partners;Responsible for answering incoming communications from customers on all channels (ex\: phone, email, chat) and prioritizing customer’s support needs;Assure proper escalation to the 2nd level support when necessary or to to Service Team to provide on-site support as required;Provide support to the customers for product replacement, troubleshooting and technical complaints;Complete documentation and follow up on all commitments and customer details;Actively create/modify knowledge database,review FAQ’s, promote their usage towards the customers (same for video FAQs and download centers)

·  Collaborate with Marketing on new product launches;

Provide relevant product and process training to other team members;Ongoing proactive research and learning about new products, technologies and applications;Participate in the interaction centre’s continuous improvement process;Liaise between customers, After-Sales and Marketing regarding Product Quality Returns. Responsible for back-up (English language where local not covered) of tasks performed in other teams (technical support, generalist, Lead management, etc)  when necessarySpecific product and process related responsibilities\:Propose FAQ from handled cases (bFO); create/contribute to Video FAQsClarification of information in Company ManualsMake information available on the Company public WEB Site and on relevant forums; embed all digital resources in providing service to customers (Federated Search, mySchneider App, MySE etc)Participation in new product development process (Beta testing, technical proof reading and technical support documentation); contribute to Product Specifications and provide firmware upgrade assistanceBe able to collect information needed in case of escalation to L2 (electrical single line&control wiring diagram, complete drive configuration, context and historical etc).Assist customer with obtaining log and configuration files through networkBe able to use commissioning tools in order to obtain configurationBe able to provide technical answer by using documentation (User Guide, Programming Manual, Installation Manual)Ocasionally provide technical trainings to customers .

 

Key Performance Indicators\:

Customer Satisfaction (individual and team NSS)Generated revenue (individual and team)Case logging quality & quantityFAQs (written/video)  - KCS Maturity, Linked FAQ to cases, New/Up-dated FAQsFederated Search adoptionTraining/coaching provided to colleagues quality and quantity