Contact Centre Customer Service: Technical - Senior Professional

The Digital Energy organization is currently building our Ecostruxure capabilities and looking for talent with a passion for helping Schneider Electric achieve its broader Digitization goals.

The Predictive Connected Service Hub is one of the pillars of Digital Services Execution and a key resource in delivering added value to our customers. It is a highly visible organization at the forefront of Schneider Electrics IIoT (Industrial Internet of Things) and Digitization initiatives.

We are looking for talents who can combine their deep technical expertise and passion for customers, with the ability to leverage Ecostruxure Asset Advisor for Electrical Distribution, to improve the performance and reliability of our customers' electrical systems.

The main mission is to implement a robust interface with countries, enhance our capabilities to deliver customer connection timely and at the right cost, as well as securing consistent value of the service with connectivity availability.

Responsibilities:

• Builds the view of the Connected Services hub provisioning backlog : align with GCP and Services and specify the required Business Intelligence tool to be used at central and country level
• Be the interface with the team in charge of managing the backlog execution in countries and region
• Monitors the connected sites with communication issues, gateways offline, and coordinate resolution with global CSH agents and local IoT engineers. Reinforce the playbooks and troubleshooting knowledge of CSH agents
• Own the transfer from IoT engineers to CSH and build a strong interface, implement processes and gates to ensure proper hand off, data quality, gateway configuration, network stability,
• Support to Handover Tool (HOT) deployment
• Document and coordinate CSH pain points related to IoT engineer data and data quality : partial HOP, low quality of provisioning documentation, drive action plans to improve
• Support Epas and Panel server for CSH agents
• Support EAA API comm issues
• Cybersecurity referent for CSH
• Custom models : validate custom models created by global IoT engineers and secure countries use the right ones
• Create and Maintain the custom model global repository (CWP/EPC) Data quality :

Skills:

• Technical: Communication, Networking, Cybersecurity Knowledge
• ideally prior experience as an IoT engineer
• Understanding of SE's digitization journey (EcoStruxure), Asset Advisor, Power Advisor, PME
• Experience working with Salesforce (bFO / bFS)
• Flexibility in working with a global team; multiple time zones, accents, cultures
• Self-Driven, Proactive Attitude
• Disruptive mindset, ability to influence
• Broad Knowledge of SE's products and solutions (especially Services and Digital Energy)
• Ability to convey complex topics in a simplified way to non-technical colleagues
• Strong project management, organization and documentation skills

Objective:

• On time provisioning
• First time hand-off between country and CSH
• % Gateways online
• Customer satisfaction
• Cost to serve

Looking to make an IMPACT with your career?

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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!

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.