Who are we?
Schneider Electric is a global specialist in energy management and automation. We are dedicated to supplying our customers with safe, reliable and sustainable energy solutions. We invent technologies that will transform the places where we live, work and play.
What is the role?
This is a critical position taking on the responsibility of the C-Bus Lighting Control System Level 3 technical support expert for Schneider Electric Global business.
Your objective?
You will be collaborating with the front office and country support agents to facilitate and resolve escalated customer issues by sharing your knowledge and expertise. You will be responsible for technical support with an application engineer point of view:
Answer to the incoming Countries technical questions from Advanced Support.
Bring a strong customer feedback in all the entity processes.
Build and organize technical content to be broadcasted through documentation or trainings at least for Advanced Technical Support.
Be involved in customer claim processes.
Specific responsibilities include:
Ensure that cases are well processed in our internal tool after escalation from Advanced Support.
Give a comprehensive and extended answer to customer technical issues in short timeframes.
Write technical content to minimize calls from customers, and ensure advanced CCC agent autonomy (product information, applications content, FAQs, …).
Provide technical content and training for SE employees.
Contribute to short interval meetings with Expert support team.
Provide support to engineering team & to expertise centers to determine root cause and corrective action.
Recreate customers solutions implying smart devices in a communication network.
Provide customer feedback, systems/applications, and field histories to internal entities.
Understanding of other standalone electronic offers and smart devices that can be part of systems and communications offers, e.g. Dynalite, Digi Net, Zen Control, Crestron, KNX.
Drive innovation and differentiation in customer solutions to address customers business needs.
Why you?
Having worked in the Lighting control industry for some time you have a deep understanding of the systems and protocols and are keen to take the next step to support our C-Bus offer and customers globally.
You have a desire to work with offer marketing and the digital experience team to provide the technical elements necessary to improve the customer experience.
You are driven and confident and work equally well autonomously or as a member of a team; you prioritise your work and follow through to completion with a high attention to detail. With excellent communication skills, you build great relationships and are comfortable and confident in a customer facing role. You are an innovative thinker who looks for new and improved ways to deliver exceptional solutions to your customers.
Why us?
At Schneider Electric, we are open, we value differences, we listen, we learn, connect, and collaborate with others. We are passionate about our customers, our people, our business and our technology. We are positive in our approach to finding solutions that better our lives.
Benefits of Working for Schneider Electric:
The list is long but importantly we offer a competitive salary package, access to our employee share plan and salary continuance insurance. Beyond this we have a truly flexible work environment with opportunities to work remotely, on-site at customer locations or in our SMART office facilities. Additionally, we offer all our employees a chance to build your career within our global organization. With our game changing 'Open Talent Market' you have the opportunity to work on global projects, explore future roles or establish a mentorship to grow your skills. The opportunities are at your fingertips.
Flexibility at Work and Global Family Leave
Option to participate in our Share Program, with discounts and company contribution for employees
Potential opportunity to purchased further annual leave
Discounts at major vendors such as Clipsal, JB-HiFi and Hoyts just to name a few through our employee rewards schemes
Continuous training on Schneider products
Exposure to a market leader in sustainability and automation
Global support at your fingertips
Working in a well-balanced team and inclusive environment
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.
Seniority level: Mid-Senior level
Employment type: Full-time
Job function: Quality Assurance
Industries: Automation Machinery Manufacturing
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