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Secure Power Technical Support Engineer
xpatjobs | Location:Cavite City , Calabarzon
| Country:Philippines
| Great People make Schneider Electric a great company. Do you dream of working in a company that is driven by a meaningful purpose and that continuously creates an inclusive environment where you are empowered to do your best and be innovative? Start making an IMPACT! The Role: Secure Power Technical Support Engineer Overview: Improve Customer Satisfaction by providing a high quality professional Primary Technical Support to SE customers, particularly regarding technical information on products (in some instances prices and discounts included), application information during the pre-sales & after-sales process. Take the ownership and ensure the customer is satisfied before closing the request. Assure a proper resolution for queries related to product replacement, on-site intervention, technical complaints, product selection, troubleshooting and product quality returns. Create/modify knowledge database and review FAQ''s. Identify new business opportunities, define and quote product and equipment from customers'' requests, coordinating with relevant Quotation, Sales or Marketing contact for special prices. Communicate to relevant sales people. What will you do? * 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; * Responsible for answering incoming communications from customers on all channels (ex: phone, email, chat) and prioritizing customer''s support needs; * Assure proper escalation to the 2nd level support when necessary or to to Service Team to provide on-site support as required; * Provide support to the customers for product replacement, troubleshooting and technical complaints; * Complete documentation and follow up on all commitments and customer details; * Actively create/modify knowledge database,review FAQ''s, promote their usage towards the customers (same for video FAQs and download centers) * Collaborate with Marketing on new product launches; * Provide relevant product and process training to other team members; * Ongoing proactive research and learning about new products, technologies and applications; * Participate in the interaction centre''s continuous improvement process; * Liaise between customers, After-Sales and Marketing regarding Product Quality Returns. * Responsible for back-up (English language where local not covered) of tasks performed in other teams (technical support, generalist, Lead management, etc) when necessary Specific product and process related responsibilities: * Propose FAQ from handled cases (bFO); create/contribute to Video FAQs * Clarification of information in Company Manuals * Make information available on the Company public WEB Site and on relevant forums; embed all digital resources in providing service to customers * (Federated Search, mySchneider App, MySE etc) * Participation in new product development process (Beta testing, technical proof reading and technical support documentation); contribute to Product * Specifications and provide firmware upgrade assistance * Be able to collect information needed in case of escalation to L2 (electrical single line&control wiring diagram, complete drive configuration, context and historical etc). * Assist customer with obtaining log and configuration files through network * Be able to use commissioning tools in order to obtain configuration * Be able to provide technical answer by using documentation (User Guide, Programming Manual, Installation Manual) * Occasionally provide technical trainings to customers . Qualifications Who would be successful? * Bachelor''s Degree. * Preferably with 1-2 years of work experience or Post-Secondary technical school with 2-3 years of work experience. * Atleast 1 year Technical Support, Sales and/or customer service experience. * Previous sales experience an advantage; Previous Call-Centre experience desirable; * Preferrably with basic knowledge according to the specialization if needed (Automation, Electrical Distribution LV & MV, Home & Building Automation, * Power Quality & Energy Management, UPS Systems) * Working electrical knowledge essential; * PC skills (Microsoft, Windows, ERPs) * Strong verbal and written communication skills are required * Demonstrate a flair & understanding of customer support issues, flexibility and an ability to learn quickly; * Excellent problem solving abilities, aptitude to understand and explain technical information, interpersonal, communications and time management skills; * Ability to develop and maintain customer rapport; Who will you report to? Operations Manager and Country Stakeholder Why us? * Schneider Electric is leading the digital transformation of energy management and automation. Our technologies enable the world to use energy in a safe, efficient and sustainable manner. We strive to promote a global economy that is both ecologically viable and highl |
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