3Phase Power L2 Technical Support Representative

This position r espond to Field Service queue calls, emails, and chats that come into the customer care center

• Support FSRs in analyzing site technical issues as part of the technical escalation process
• For most critical/complex issues, take the lead of resolution (data collection, analysis, troubleshooting, implementation of a solution, & escalation to Level 3 if necessary) for problems associated with 3Phase UPS systems or components.
• Research, identify, develop, and recommend corrective measures to address technical issues identified in the field or in-house.
• Resolve advanced technical problems brought to us by External Customers, Sales Personnel, and Engineering.
• Identify and qualify product failures and assist L3 in understanding and resolving them.
• Case tracking with entries in our CRM system.
• Research and documentation of technical problems and solutions.
• Ensure correct appliance of Schneider Quality processes (Issue to Prevention, TEX, International Service Request, etc.)
• Act as a coach for more junior TSEs
• Performs site visits with Field Service Representatives
• Provide after-hours support for the Schneider-Electric install base through an on-call rotation
• Support Strategic Accounts
• Other duties as assigned by the Technical Support Manager

Main interactions:

Service Operations, Field Service Managers, Service Execution Managers, Field Service Representatives, Service Coordinators, Quality Teams

Key Success Factors:

• Strong technical skills with APC, MGE, and/or Schneider-Electric UPSs
• Ability to handle multiple tasks simultaneously
• Display a solid customer-focus mindset
• On-site or remote advanced technical support experience

Skills Required (can be adapted per technologies used in SE Business Units):

• Electrical engineering degree or equivalent
• Experience in system troubleshooting, diagnosis, and problem-solving for:
  • 3PH Power UPS Systems
  • APC Products
  • MGE Products
  • Schneider Electric Products
• Ability to troubleshoot electronic and 3 phase equipment using schematic or block diagrams
• Thorough understanding of principles of AC and DC power, various AC and DC supply circuit components.
• Exceptional communication skills and report writing
• FSR for 5-7 years or L1 with 10 years experience and FSR training on required products

Let us learn about you! Apply today.

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36 billion global revenue
+13% organic growth
150 000+ employees in 100+ countries
#1 on the Global 100 World's most sustainable corporations

You must submit an online application to be considered for any position with us. This position will be posted until filled.

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Client-provided location(s): Monterrey, Mexico

Job ID: Schneider_Electric-https://careers.se.com/jobs/112321?lang=en-us

Employment Type: FULL_TIME

Posted: 2026-03-20T19:01:34