Advanced Technical Support Expert - MEA

Mission:

• Provide Technical Support at advanced technical level
• Provide Professional Services : Remote assistance,EcoStruxure Consultation,Onsite intervention (with agreement of local services

• Improve Customer Satisfaction by providing a high quality professional Advanced Technical Support to SE customers.

• Propose, create and publish Technical Articles, FAQs and Video FAQs from handled cases (bFO).
• Solve Cases requiring in-depth troubleshooting assistance and Cases where Customer is requiring resolution for suspected bug(s).
• Understand and follow the customer complex solutions (EcoStuXure Architecture).
• Application and Environmental conditions evaluation
• Troubleshooting using remote monitoring tools and advanced technics.

• Be able to propose and configure all functions according to the customer application
• 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.
• Be able to perform tests to reproduce customer behavior on demo case
• Be able to collect information needed in case of escalation to L3

• Understand the source of problem and evaluate its impact and the mitgation actions
• Maintain the right Expertise in Industrial Automation (PLC's ,HMI's and associated softwares)
• Occasionally provide technical trainings to customers .

• Education: BSc. Engineers degree in Electronics, Automation, Industrial Data Processing.
• Experience: +4 years Technical experience and/or preferred 2 years of experience in the field commissioning/Service projects (on site services etc).
• Industrial Automation /Process Automation domains

• Fluency required in English
• Excellent knowledge of major operating systems
• Familiar with big projects solutions context.
• Have advanced Digital Citizenship.
• Able to work with multicultural environment with regional responsiblities.
• Strong verbal and written communication skills are required
• Excellent problem solving abilities, aptitude to understand and explain technical information, interpersonal, communications and time management skills;
• Ability to develop and maintain customer rapport;
• Good coaching and presentation skills desired.
• Strong experience in SE Products and Solutions
• Strong Understanding of Schneider EcoSrtuxure architectures.