MVO Digital Technical Expert and Technical Support Level 3
Energy Management / MVO LoB
MAIN OBJECTIVE: Customer Satisfaction
To support business and projects by ensuring internal and external customer satisfaction through robust, consistent and professional technical reply and expertise for MVO digital components (Sensors, SMD, Apps...), and for their integration in products, systems, digital applications and Ecostructure offers, according to I2P process and tools
Job Description
Digital Technical expert to lead our digital initiatives and ensure the seamless digital integration in products. The ideal candidate will possess deep technical knowledge, a passion for innovation , and the ability to collaborate effectively and cross functional teams .
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1. Focus on customer satisfaction regarding MVO digital component integration, installation, operation and maintenance, in strong link with technical support from "traditional" product offers, by supporting:
- External customers: End user, panel builder...
- Internal customers: Front Offices, Services, Execution Centres, Plants, OCP projects, and CS&Q teams
2. To spread Voice Of Customer (VOC) from Expertise field to validation plan for projects concerning:
- Integration of digital component in Schneider products (MVO and others), products, systems, applications and Ecostructure offer
- Provide technical guidance Squad on developing new digital components (Sensors, Apps...etc.)
3. To be part of the digital transformation (training and support for E2E Power system digital components integration, installation, operation and maintenance...), including plants, CS&Q organization (Project Quality, Offer Quality, Technical Expertise and Technical Support), Country Front Offices, Services and Project Execution Centres
4. Scope to cover: Sensors (TH110, CL110, LPVT/LPCT, PD sensors,Smart insulators, VPIS/VDIS, Relays ), apps (EPD Thermal apps), dongle, Smart Monitoring Device (SMD), with strong link with technical support and experts for concentrators (ZBRN, Power Tag) and for systems, applications and Ecostructure offers
MISSIONS / RESPONSIBILITIES
1. Support business and projects (pre-sales and post-sales stage) by providing technical answers and advice concerning the use/misuse for MVO digital components integrated in =S= offers in their related products, systems or applications, on: Offer , documentation , technical topics, certification and tests
2. Define clear I2P process for MVO digital components in their systems, in link with traditional product offers including CCC, technical support and TEX process.
3. Make technical expertise on returned MVO digital components in link with product and systems technical experts. Involve all relevant stakeholders to formalize TEX for countries and support them for communication to customers.
4. Build high level TEX reports based on testing and analysis of digital products. Ensure strong communication skills to effectively engage with customers, understand their requirements, and provide clear and insightful updates throughout TEX process.
5. Write technical information and define needed test benches / tools to ease cases diagnosis to develop countries autonomy (product information, applications information, FAQ - Frequently Asked Questions, problem solving tips...)
6. Bring the Customer experience (reactive VOC) in all =S= processes (OLM, I2P) & manage requests for changes on digital components
7. Represent the Digital solution Technical Support function towards other functions in MVO (Business, Project, Quality etc.) and in =S=
8. Ensure that cases are scrupulously & quickly processed to answer to customer needs according to responsiveness commitment time. (As per eDir 36)
9. Monitor and report monthly key figures and quality performance (including customer touch points) and build action plan for customer pain point.
10. Ensure the security and integrity of digital systems. Stay updated with the latest digital technologies and industry trend.
Qualifications
- Bachelor's or master's degree in Electrical & Electronic Engineering or Power system or related field.
- Proven experience in digital technology, with a strong portfolio of successful projects.
- Expertise in digital integration process MVO offers, Sensors and service ready offers.
- Strong knowledge about PCB testing process, digital connected Product testing process,analyzing results.
- Strong problem-solving skills and the ability to think critically and creatively.
- Excellent communication and interpersonal skills.
- Six sigma Black belt added advantage to conduct deep dive analysis at customer site
- Expert Certification in relevant digital technologies is a plus.
Schedule: Full-time
Req: 008Y2C