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Technical Support Engineer

AT Schneider Electric
Schneider Electric

Technical Support Engineer

Indang, 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: Technical Support Engineer

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.

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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;
  • Issue quotations in accordance with customer requests and required standards: cross references, configuration, mix of products in cooperation with countries representatives;
  • 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)
  • Ocasionally provide technical trainings to customers .

Qualifications

Who would be successful?
  1. Education: Bachelor's Degree with 1-2 years of work experience or Post-Secondary technical school with 2-3 years of work experience


  1. Experience: Minimum 1 year Technical Support, Sales and/or customer service experience preferred; Previous sales experience an advantage; Previous Call-Centre experience desirable; Have Basic knowledge according to the specialization if needed (Automation, Electrical Distribution LV & MV, Home & Building Automation, Power Quality & Energy Management, UPS Systems)


  1. Skills:
  • Fluency required in English and the language of the country he/she supports (English fluency is mandatory in case of constant required contact with a Regional Advanced Support Center)


  • 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;

What's in it for me?

• Global family leave

• Comprehensive medical coverage for employee and dependents

• Worldwide Employee Stock Ownership

• Flexible work arrangement

• On-site gym

...and more!

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 highly productive.

€28.9bn global revenue

128,000+ employees in 100+ countries

45% of revenue from IoT

5% of revenue devoted for R&D

Our Company Story Video: https://youtu.be/dux6kG13QWM

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.

It is the policy of Schneider Electric to provide equal employment and advancement opportunities in the areas of recruiting, hiring, training, transferring, and promoting all qualified individuals regardless of race, religion, color, gender, disability, national origin, ancestry, age, military status, sexual orientation, marital status, or any other legally protected characteristic or conduct.

Schedule: Full-time
Req: 009D1I

Client-provided location(s): Cavite, Philippines
Job ID: Schneider_Electric-https://careers.se.com/jobs/009D1I?lang=en-us
Employment Type: Full Time