Bilingual Technical Support (French, Spanish, Italian, Mandarin, Portuguese)

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?

The Role\: After Hours Coordinator

We are actively recruiting and interviewing for future positions in Technical Team.

Improve Customer Satisfaction by providing a high quality professional Advanced/Expert Technical Support to SE customers, particularly regarding remote technical troubleshooting/diagnostic on Motion base Machines & processes. Take the ownership and ensure the customer is satisfied before closing the request. Handle Escalations from Primary support & Internal Technical Teams, about applications issues, product configuration issues, product compatibility issues; manage fee-based advanced services; escalate to Expert support and R&D/Cont.Eng.

Assist all our customers in reaching higher profit by making the best use of SE technologies. Deliver technical support and services at Advanced/expert level. Be a trusted advisor, provide prompt and trusted resolutions during aftersales cycle time of applying Schneider Electric product and solutions to the customer’s project on Motion based solutions.

What will you do?

• Solve Cases requiring in-depth troubleshooting / remote diagnostic assistance and Cases where Customer is requiring resolution for suspected bug(s).
• Access to resolution database and use of diagnostic tools (RSD decoder, Hyperterminal, SNMP browser).
• Understand and follow the customer complex solutions (EcoStuXure Architecture).
• Application and Environmental conditions evaluation
• Site Visit may be required. Using remote monitoring tools and advanced technics.
• Be able to propose and configure all functions according to the customer application
• Be available for inbound and outbound customer interaction received through all agreed channels (bFO case, e-mail, phone, chat, web interface. Etc... )
• Maintain the work environment, laboratory equipment and tools at the best level to be able to simulate, replicate and understand reported customer escalations. Answer fast and truste
• Work closely with all teams in the technical support scope\: Primary and Expert support team, Internal Technical and Services Teams and BU during case life cycle time until it is successfully resolved from a customer point of view. Communicate effectively, collect all necessary information in case of escalation to Expert or R&D team is necessary. Escalate on time.
• Be able to perform tests to reproduce customer behavior on demo case
• Communicate and share knowledge with other L2 engineers as well as Primary Support.
• Be able to collect information needed in case of escalation to L3
• Understand the source of problem and evaluate its impact and the mitgation actions
• Manage fee-based advanced services
• Understand and explain type test certificates and special quality tests.
• Maintain the right Expert knowledge according to the specialization needed\:
  • Motion as a big focus (in particular PacDrive and Lexium Controlers)
  • Automation
• Ocasionally provide technical trainings to customers (normally for fee)