You must submit an online application to be considered for the position. The Company will accept applications on an ongoing basis until the position is filled.

As part of the Secure Power North America Operations, this role is responsible for providing issue resolution and contributing to excellence & efficiency to SE product install based through queue calls, emails, and chats that come into the customer care center. The primary function is to support Field Service Engineers (FSRs). However, support is not limited to only FSRs, but anywhere your technical aptitude can efficiently and effectively help resolve an inquiry. The role also acts as a coach/mentor for L1 TSEs, identifies and qualifies product failures, and assists L3 in understanding and resolving them through entering and tracking entries in our CRM system.

Shifts:

11:30am-8:00pm EST

What will you do?

• Address incoming Field Service queue calls, emails, and chats received by the customer care center.
• Support FSRs in analyzing site technical issues as part of the technical escalation process.
• For most critical/complex issues, take the lead of resolution (data collection, analysis, troubleshooting, implementation of a solution, & escalation to Level 3 if necessary) for problems associated with Cooling systems or components.
• Research, identify, develop, and recommend corrective measures to address technical issues identified in the field or in-house.
• Resolve advanced technical problems brought to us by External Customers, Sales Personnel, and Engineering.
• Identify and qualify product failures and assist L3 in understanding and resolving them.
• Case tracking with entries in our CRM system.
• Research and documentation of technical problems and solutions.
• Ensure correct appliance of Schneider Quality processes (Issue to Prevention, TEX, International Service Request, etc.)
• Act as a coach for more junior TSEs
• Performs site visits with Field Service Representatives
• Provide after-hours support for the Schneider-Electric install base through an on-call rotation (Mon 12am to 8am; Mon-Fri -8pm to 8 am; Fri 8 pm to Sunday 11:59 pm)
• Support Strategic Accounts
• Other duties as assigned by the Technical Support Manager

What skills and capabilities will make you successful?

• Strong technical skills with APC, Uniflair, Bard, and other cooling units supported by SE.
• Ability to handle multiple tasks simultaneously.
• Display a solid customer-focus mindset.
• On-site or remote advanced technical support experience

Who will you report to?

• This role will report to the Advanced Technical Support Manager

What qualifications will make you successful for this role?

• APC Cooling Product Knowledge a MUST
• Electrical engineering degree or equivalent
• Experience in system troubleshooting, diagnosis, and problem-solving for:
  • Refrigeration Cycle and Theory
  • Basic Thermodynamic Understanding / Heat Transfer
  • APC Cooling Products
  • OEM Cooling Products
  • Schneider Electric Products
• Ability to troubleshoot electronic and Cooling equipment using schematic or block diagrams
• Thorough understanding of principles of heat transfer, refrigeration, AC and DC power, and low voltage troubleshooting
• Exceptional communication skills and report writing
• FSR for 3-5 years or L1 with 5+ years of experience with FSR training on required products

Let us learn about you! Apply today.

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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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
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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.

Schneider Electric aspires to be the most inclusive and caring company in the world, by providing equitable opportunities to everyone, everywhere, and ensuring all employees feel uniquely valued and safe to contribute their best. We mirror the diversity of the communities in which we operate, and 'inclusion' is one of our core values. We believe our differences make us stronger as a company and as individuals and we are committed to championing inclusivity in everything we do. This extends to our Candidates and is embedded in our Hiring Practices.

You can find out more about our commitment to Diversity, Equity and Inclusion here and our DEI Policy here

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