Advanced Technical Support Engineer - Clipsal Cortex - 12-Month Fixed-Term Contract
Are you passionate about improving customer satisfaction and creating market stability? Look no further as we're seeking a dedicated individual to provide top-tier technical support for the Home Energy Management Solution (HEMS) within the Schneider Electric / Clipsal business.
About Schneider Electric / Clipsal :
Schneider Electric is a global specialist in energy management and automation. Our mission is to empower Homeowners to take control of their energy usage, generation and storage with our Australian designed and developed Home Energy Management Solution (HEMS).
The HEMS platform consists of an app for Homeowners, app for Installers and Smart Energy Meter or Catch Control Meter. Our HEMS makes it easy for Homeowners to intelligently automate their increasingly complex systems for energy generation, storage and loads, see tangible dollar-figure insights on their investment and identify ways to maximise their savings by reviewing their retail plan, shifting their major loads and taking advantage of demand response programs.
We have a team of ambitious people who are passionate about providing our customers with the best possible home energy management experience and help them get the most from their clean energy investment.
About the Job:
This is a 12-Month Fixed-Term Contract.
We have an exciting opportunity for an Advanced Technical Support Engineer - HEMS to join our Pacific Zone Technical Support team. Based in Sydney (Australia) or Adelaide (Australia), this role will report into Team Leader - Advanced Technical Support, H&D.
As an Advanced Technical Support Specialist, you will play a pivotal role in guiding customers and SE businesses in their post-sales journey. This includes Installation / Set-up support, maintenance support and Remote troubleshooting assistance.
Key operational responsibilities will include:
Home Energy Management Solution Support
- Ensure Solar Installers and Homeowners have a smooth onboarding, commissioning, and product experience with the Home Energy Management System.
- Onboard Installers who are new to HEMS, providing guidance and setup support.
- Handle support calls from Installers during system commissioning to resolve technical issues.
- Resolve Homeowner issues related to the HEMS mobile app via phone and email.
- Work with Wholesalers, Installers, Customers, and Manufacturers to process warranty claims, including arranging replacement parts and installation.
- Perform comprehensive troubleshooting to diagnose system and software issues.
- Escalate complex or software‑related problems to L3 Software Operations teams when required.
Support for Installed Residential Solar Fleet (Clipsal Solar)
- Provide ongoing operational support for the fleet of residential solar systems installed by the Clipsal Solar business (now part of Schneider Electric).
- Manage relationships with customers, sub‑contracted solar installers, equipment suppliers, and internal engineering teams.
- Review and audit installed residential PV systems to ensure compliance with CEC Guidelines and Australian Standards.
- Understand system component parameters and manufacturer specifications to assess correct installation and operation.
- Communicate technical findings and corrective requirements clearly to sub‑contracted electricians and customers.
You are innovative and strategic, focused on defining and supporting new models of technical support to produce premium service offering to our customers. You are customer-obsessed, going above and beyond to deliver extraordinary results and experiences for customers.
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In addition, you possess the following relevant skills and attributes to be successful:
- Diploma/Degree in Electrical / Electronics / Power Engineering, or Trade Qualification with relevant experience (within the residential solar industry).
- Product-specific training and / or necessary training qualifications within the Renewables and Solar space
- Candidates with Onsite experience, usage of Solar Design tools and software will be preferred
- Experience in Residential Solar installations, technical fault finding
- Understanding of the relevant Australian standards and guidelines and how they apply to real world contexts of residential solar installations
- Excellent problem-solving abilities, aptitude to understand and explain technical information, interpersonal, communications and time management skill
- Advanced computer skills and data analysis
- Excellent customer service
- Organisation and time-management
- De-escalation and conflict resolution
If you're ready to be a trusted advisor, drive customer satisfaction, and contribute to Schneider Electric's success, we want to hear from you! Apply now and be part of our dynamic team that's shaping the future of automation and energy management.
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All applicants must have working rights in Australia at the time of application and will be required to provide documented evidence if selected for interview.
Schneider Electric does not accept unsolicited resumes/candidate profiles from external agencies or suppliers via any method. If any candidates are submitted in an unsolicited manner, we will consider this as a direct candidate application to Schneider Electric and no fee will be payable.
Looking to make an IMPACT with your career?
When you are thinking about joining a new team, culture matters. At Schneider Electric, our values and behaviors are the foundation for creating a great culture to support business success. We believe that our IMPACT values - Inclusion, Mastery, Purpose, Action, Curiosity, Teamwork - starts with us.
IMPACT is also your invitation to join Schneider Electric where you can contribute to turning sustainability ambition into actions, no matter what role you play. It is a call to connect your career with the ambition of achieving a more resilient, efficient, and sustainable world.
We are looking for IMPACT Makers; exceptional people who turn sustainability ambitions into actions at the intersection of automation, electrification, and digitization. We celebrate IMPACT Makers and believe everyone has the potential to be one.
Become an IMPACT Maker with Schneider Electric - apply today!
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150 000+ employees in 100+ countries
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Perks and Benefits
Health and Wellness
Parental Benefits
Work Flexibility
Office Life and Perks
Vacation and Time Off
Financial and Retirement
Professional Development
Diversity and Inclusion