As a Technical Support Specialist, you will play a critical role in providing expert technical guidance and support to Schneider Electric Services Representatives (SRs) and Certified Service Partners (CSPs) worldwide. Your primary focus will be on repair, maintenance, and start-up activities for 3-phase UPS products and their associated components.
In addition to technical support, you will actively contribute to the Technical Chapter team, sharing your expertise to enhance service offerings and develop innovative tools.
- Technical Expertise: Provide comprehensive technical support, both remotely and on-site, to resolve issues related to the installation, operation, and application of 3-phase UPS products and batteries.
- Collaboration: Collaborate with cross-functional teams, including R&D, Offer Quality Engineering, Customer Satisfaction & Quality, Marketing, and Application Engineering, to address complex field issues and leverage their expertise.
- Digital Innovation: Drive digital transformation within the organization by leveraging IoT technologies to enable predictive maintenance, advanced troubleshooting, and remote support.
- Global Reach: Travel internationally to provide on-site support and foster strong relationships with global customers and partners.
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ESSENTIAL DUTIES:
Technical Support and Product Expertise
- Provide comprehensive technical support for 3-phase UPS products through various channels, including email, phone, video, and remote connections.
- Contribute to the development of technical documentation such as Field Service Bulletins, Method of Procedures, and Known Events to document problem-solving techniques.
- Collaborate with cross-functional teams to continuously improve product quality and address technical challenges.
Service Offering Development and Management
- Lead technical activities within the Hub and Leagues Squad team backlog, working closely with Product Owners and Scrum Masters.
- Develop technical specifications for new service offerings, ensuring alignment with business objectives and technical feasibility.
- Identify and manage technical risks associated with new service offerings.
- Assess the feasibility of service offerings and define technical efforts required for implementation.
- Support the Services LoB Tool Team in improving Field Service tools and data quality.
Knowledge Sharing and Community Management
- Contribute to the management of the Advanced SRs Community by creating and sharing knowledge-based content.
- Update the SR database and tools with relevant information and resources.
- Collaborate with training teams to develop and deliver effective training modules.
- Contribute to the development of new 3-phase UPS products with advanced features, such as predictive maintenance and remote troubleshooting capabilities.
- Improve procedures for the development of SR Service Tools to enhance efficiency and effectiveness.
Additional Responsibilities
- Participate in validation tests of 3-phase UPS products at customer sites.
- Conduct customer visits to discuss and resolve technical issues.
- Draft technical on-site intervention reports.
- Present topics at Advanced FSRs Community meetings and provide feedback to community leaders.
- Share technical knowledge and experience within the team.
- Foster a collaborative and supportive team environment.
STAKEHOLDERS:
Services LoB Quality and Technical Chapter team, Services LoB Hubs and Leagues team, 3-phase UPS LoB (R&D/Offer Quality Leaders/CS&Q/Marketing/ Application Eng. team), Design for Service team, Global Supply Chain, Services Representatives, Certified Service Partners, 3-phase UPS Product End Users.
Qualifications
- Minimum 5 years of experience in field service or R&D related to 3-phase UPS products.
- Strong technical expertise in 3-phase UPS systems and components.
- Excellent communication and interpersonal skills, both verbal and written.
- Ability to work effectively in a fast-paced, global environment.
- Strong problem-solving and analytical skills.
- Proficiency in digital tools and technologies.
- Willingness to travel internationally as required.
Schneider Electric is a global leader in digital transformation of energy management and automation. With a presence in over 100 countries and a workforce of 144,000 dedicated employees, we are committed to providing innovative solutions that reshape industries and enhance quality of life. Our comprehensive portfolio, ranging from simple switches to advanced operational systems, empowers our customers to optimize their operations, improve efficiency, and ensure reliable and sustainable energy solutions. Join us in driving a brighter future where Life Is On for all. https://www.youtube.com/watch?v=YtExntUe89c
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150 000+ employees in 100+ countries
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You must submit an online application to be considered for any position with us. This position will be posted until filled.
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