Advanced Technical Support Engineer - LV distribution and metering devices

Job Description:

Are you passionate about improving customer satisfaction and creating market stability? Look no further as we're seeking a dedicated individual to provide top-tier technical support for Schneider Electric's range of Low-voltage distribution products and related solution.

We have an exciting opportunity for an Advanced Technical Support Engineer - Low-voltage distribution and Metering devices join our Pacific Zone Technical Support team. Based in Sydney (Australia), this role will report into Senior Manager, Advanced Technical Support.

As an Advanced Technical Support Specialist, you will play a pivotal role in guiding customers and SE businesses in their post-sales journey. This includes Installation / Set-up support, maintenance support and Remote troubleshooting assistance.

Key operational responsibilities will include:

Understand customer issue and expectations, including assessment of additional relevant information that may be needed to perform a comprehensive remote troubleshooting

Incident and escalation point of contact for managing the resolution of customers critical issues. This includes: liaising multiple stakeholders (Technical leadership team, Product marketing, Level-3 support, Quality, R&D teams) to help expedite resolutions and implement continuous improvement

Contribute and aim towards a reduced End-to-End resolution time for customer issues

Take the ownership on technical skills enhancement, including practical hands-on expertise

Regularly review escalated cases from the Primary technical support team (Level-1) to identify gaps, and look at ways to improve technical competency of Level-1 engineers.

Provide technical mentoring to Level-1 team to enable them to take on more case complexities

Develop personal technical expertise on SE’s product range and contribute towards company knowledge resources (FAQ’s / Technical Articles / Troubleshooting videos)

Showcase customer success stories highlighting the value-added service technical support provides (internally and externally)

Contribute to lead / new opportunities identification during engagement (discussions) with the customer

Bolster the company's reputation by providing excellent technical service to our customers

(External) English Qualifications:

About you:

You are innovative and strategic, focused on defining and supporting new models of technical support to produce premium service offering to our customers. You are customer-obsessed, going above and beyond to deliver extraordinary results and experiences for customers.

In addition, you possess the following relevant skills and attributes to be successful:

Diploma/Degree in Electrical / Electronics / Power / Process Automation / Mechatronic Engineering, or Trade Qualification with relevant experience.

Product-specific training and / or necessary training qualifications

Candidates with Onsite service experience on Low-voltage products will be preferred

Experience in electrical engineering and installations, technical fault finding, and knowledge of commonly used communication protocols (Example: TCP/IP, Modbus Ethernet, RS485)

Understanding of LV Circuit Breakers Cascading and Discrimination Principles and electrical schematics (SLD)

Understanding local Electrical Standards and Regulations (for example: AS3000).

Excellent problem-solving abilities, aptitude to understand and explain technical information, interpersonal, communications and time management skill

Advanced computer skills and data analysis

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All applicants must have working rights in Australia at the time of application and will be required to provide documented evidence if selected for interview.

Schneider Electric does not accept unsolicited resumes/candidate profiles from external agencies or suppliers via any method. If any candidates are submitted in an unsolicited manner, we will consider this as a direct candidate application to Schneider Electric and no fee will be payable.