This position responds to field service queue calls, emails, and chats that come into the customer care center.
responsibilities
* support field service representatives (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 3phase ups 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 level 3 in understanding and resolving them.
* track cases with entries in our crm system.
* research and document technical problems and solutions.
* ensure correct application of schneider quality processes (issue to prevention, tex, international service request, etc.).
* coach more junior technical support engineers (tses).
* perform site visits with field service representatives.
* provide after‑hours support for the schneider‑electric install base through an on‑call rotation.
* support strategic accounts.
* other duties as assigned by the technical support manager.
main interactions
service operations, field service managers, service execution managers, field service representatives, service coordinators, quality teams.
key success factors
* strong technical skills with apc, mge, and/or schneider‑electric upss.
* ability to handle multiple tasks simultaneously.
* display a solid customer‑focus mindset.
* on‑site or remote advanced technical support experience.
skills required
* electrical engineering degree or equivalent.
* experience in system troubleshooting, diagnosis, and problem‑solving for:
o 3ph power ups systems
o apc products
o mge products
o schneider electric products
* ability to troubleshoot electronic and 3‑phase equipment using schematic or block diagrams.
* thorough understanding of principles of ac and dc power, and various ac and dc supply circuit components.
* exceptional communication skills and report writing.
* fsr for 5–7 years or l1 with 10 years experience and fsr training on required products.
equal opportunity employer
schneider electric is an equal opportunity employer. It is our policy 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.
trust charter
at schneider electric, we uphold the highest standards of ethics and compliance, and we believe that trust is a foundational value. Our trust charter is our code of conduct and demonstrates our commitment to ethics, safety, sustainability, quality and cybersecurity, underpinning every aspect of our business and our willingness to behave and respond respectfully and in good faith to all our stakeholders. You can find out more about our trust charter here.
let us learn about you! Apply today.
we look forward to hearing from you.
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