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 solutions.
We have an exciting opportunity for an Advanced Technical Support Engineer (Low-voltage, Metering, eMobility and PFC product range) to join our Customer Experience team. Based in Auckland (New Zealand), this role will report into the Advanced Technical Support Manager. 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 issues and expectations, including assessment of additional relevant information needed to perform comprehensive remote troubleshooting.
Incident and escalation point of contact for managing the resolution of customers' critical issues. This includes liaising with 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 ownership of 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 for ways to improve technical competency of Level-1 engineers.
Provide technical mentoring to the Level-1 team to enable them to take on more complex cases.
Develop personal technical expertise on SE's product range and contribute towards company knowledge resources (FAQs, 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 with the customer.
Bolster the company's reputation by providing excellent technical service to our customers.
About you:
You are innovative and strategic, focused on defining and supporting new models of technical support to produce a 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 (e.g., 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). EWRB registration will be preferred.
Excellent problem-solving abilities, aptitude to understand and explain technical information, interpersonal, communication, and time management skills.
Advanced computer skills and data analysis.
If you're ready to be a trusted advisor, drive customer satisfaction, and contribute to Schneider Electric's success, we want to hear from you! Apply now and be part of our dynamic team that's shaping the future of automation and energy management.
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