Primary Technical Support

In Schneider Electric everything we do promotes progress and sustainability for all - our colleagues, customers, partners, and the communities and societies where we live and work. From the products, software, and services driving the digital transformation of energy management and automation to corporate citizenship and volunteer activities, we make an impact by helping people and organizations become more resilient and efficient, more electric and digital.

Which is where you come in. Working at Schneider Electric means working toward a cleaner, better world. You're part of a global team built on inclusion, mastery, purpose, action, curiosity, and teamwork, turning sustainability ambitions into actions.

The Role:

• Provide technical support to field engineers, technicians, and product support personnel who are diagnosing, troubleshooting, repairing, and debugging complex electro/mechanical equipment, computer systems, complex software, or networked and/or wireless systems.
• 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.
• Escalate calls as necessary to next level Tier support team members and Team Lead.
• Responsible for answering incoming communications from customers on all channels (ex: phone, email, chat) and prioritizing customer's support needs.
• Log all customer transactions and interactions in our Customer Relations Management System and follows up assigned cases until resolution is confirmed by the Dealer.
• Respond to situations where first-line product support has failed to isolate or fix problems in malfunctioning equipment or software.
• Liaise between customers, After-Sales and Marketing regarding Product Quality Returns.
• Strive towards meeting group and individual metrics and targets, including phone response, first-call resolution, customer complaints as well as individual quarterly key performance indicators.
• Participate in technical trainings.
• Perform other functions as may be assigned by the lead.

• Graduate of Bachelor of Science in Engineering (preferably Electrical, Electronics, Instrumentation, Mechanical) or equivalent technical course.
• Work experience in Technical Support or Call Center
• Experience working as Technical Support, Application or Design Engineer will be an advantage.
• Have Basic knowledge according to the specialization if needed (Automation, Electrical Distribution LV & MV, Home & Building Automation, Power Quality & Energy Management, UPS Systems).
• Fluency required in English and the language of the country he/she supports.
• Excellent diagnostics capabilities, analytical skills, and able to work in a team.
• Demonstrate ability to understand and explain technical information.
• Must possess excellent skills in listening, expression, and interrelationships.
• Proficient in MS Office. Digital savvy. BFO background is a plus.
• Willing to move from one project to another when business need arise.
• Flexible and willing to work additional hours during high peak volume times.
• Candidate must be flexible to work on rotating shift schedule supporting different regions.
• Willing to work on a hybrid set up with possible shifting schedules based on assignments.
• Able to deal with dynamic situations & multiple conflicting priorities with strong ability to multitask and work in fast paced, constantly changing environment.
• Customer centric mindset and demonstrate a fair & understanding of customer support issues, flexibility, and an ability to learn quickly.
• Demonstrate a fair and understanding of customer support issues, flexibility, and an ability to learn quickly.
• Open to consider Fresh Graduates.

• Global Family Leave
• Comprehensive medical coverage for employee and dependents
• Worldwide Employee Stock Ownership
• ...and more!