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 Industrial Automation products and related solution.
We have an exciting opportunity for an Advanced Technical Support Engineer – Industrial Automation to join our Pacific Zone Technical Support team. Based in Sydney (Australia), this role will report into the 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 Industrial Automation products will be preferred (eg. PLCs, HMIs, VSDs)
- Experience in electrical engineering and installations, technical fault finding, and knowledge of commonly used communication protocols (Example: TCP/IP, Modbus Ethernet, RS485)
- Field experience with Variable Speed Drives (VSDs) and Soft Starters will be highly regarded
- Understanding of PLC Logic 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
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.
#IMPACTmakers
#SEGreatPeople
#LI-SK3
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.
(External) English Company Boiler Plate:
Looking to make an IMPACT with your career?
When you are thinking about joining a new team, culture matters. At Schneider Electric, our values and behaviors are the foundation for creating a great culture to support business success. We believe that our IMPACT values – Inclusion, Mastery, Purpose, Action, Curiosity, Teamwork – starts with us.
IMPACT is also your invitation to join Schneider Electric where you can contribute to turning sustainability ambition into actions, no matter what role you play. It is a call to connect your career with the ambition of achieving a more resilient, efficient, and sustainable world.
We are looking for IMPACT Makers; exceptional people who turn sustainability ambitions into actions at the intersection of automation, electrification, and digitization. We celebrate IMPACT Makers and believe everyone has the potential to be one.
Become an IMPACT Maker with Schneider Electric – apply today!
€40 billion global revenue
+9% organic growth
150 000+ employees in 100+ countries
You must submit an online application to be considered for any position with us. This position will be posted until filled.
Schneider Electric aspires to be the most inclusive and caring company in the world, by providing equitable opportunities to everyone, everywhere, and ensuring all employees feel uniquely valued and safe to contribute their best. We mirror the diversity of the communities in which we operate, and ‘inclusion’ is one of our core values. We believe our differences make us stronger as a company and as individuals and we are committed to championing inclusivity in everything we do.
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