Remote Support Engineer

Job description

– Service Bureau agent

Schneider Electric is leading the Digital Transformation of Energy Management and Automation in Homes, Buildings, Data Centers, Infrastructure and Industries.

www.se.com

At Schneider, we believe access to energy and digital is a basic human right. We empower all to make the most of their energy and resources, ensuring Life Is On everywhere, for everyone, at every moment.

We provide energy and automation digital solutions for efficiency and sustainability. We combine world-leading energy technologies, real-time automation, software and services into integrated solutions for Homes, Buildings, Data Centers, Infrastructure and Industries.

We are committed to unleash the infinite possibilities of an open, global, innovative community that is passionate about our Meaningful Purpose, Inclusive and Empowered values.

Schneider Electric – Service Bureau Agent

Schneider Electric Service Bureau is a multi-offer, product expert support team, supporting a wide range of Schneider Electric and third party devices and related services through a secure monitoring platform. Products and systems include Power, UPS and Building Management Systems. Core duties include monitoring, notification, troubleshooting and incident resolution via software platforms. The Service Bureau expert team use data gathered remotely to provide monthly reports, analytics, lifecycle management and condition based maintenance.

The Service Bureau Team delivers a diverse range of duties 24x7x365. Agents are required to ensure critical tasks and duties are fulfilled in a timely, co-operative and professional manner. Agents will interact with Customer and field service teams, technical support, sales and the Customer Care Center. Clear and concise communications are critical and diligence and attention to detail are also key skills along with the ability to multi-task and priorities work appropriately. The Service Bureau follow globally accepted best practice processes to ensure that customers receive the same Schneider Electric experience no matter where their devices are located.

Schneider Electric – Digital Services Offer

EcoStruxure is our open, interoperable, IoT-enabled system architecture and platform. EcoStruxure delivers enhanced value around safety, reliability, efficiency, sustainability, and connectivity. EcoStruxure leverages advancements in IoT, mobility, sensing, cloud, analytics and cybersecurity to deliver Innovation at Every Level. This includes Connected Products, Edge Control, and Apps, Analytics & Services. EcoStruxure has been deployed in 450,000+ installations, with the support of 9,000 system integrators, connecting over 1 billion devices.

Mission:

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In the framework of the Schneider-Electric Field Service Digital offers development, you will be part of a new Service Bureau organization providing support to 16 countries worldwide. In this role, you will support the customer on technical issue they are facing with connected offers.

By doing so, you will contribute to the improvement of First time fix rate, Mean time to repair, Customer satisfaction, Opportunity generation.

Key Responsibilities:

Technical Remote support

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Assist customer (or FSR) with software installation, and device

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Support customer app and account setup and explain how to use it

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Analyse Data, Alarm and Log files for advanced troubleshooting (avoiding unnecessary visits)

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Liaise with Product expert

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Remote Monitoring, Troubleshooting, Diagnosis and Rectification / Escalation

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Customer liaison via call, chat and email

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Available for Standby / callout / holiday cover

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Overflow from RSE workload

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Customer relationship management & business generation

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Contract Validation in CRM

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Opportunity notification creation in CRM after Lifecycle alarms

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CRM – All customer contact needs to be logged on bFS (alarm Time)

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Field Service efficiency

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Coordinate FSR dispatch for on-site escalation

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FSR Support

Continuous improvements

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Remote Software upgrades and patches with customer or FSR onsite

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Meet defined service KPI

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Continuous Technical Training and Development

Required Skills

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Good communicator with a natural aptitude for dealing with people

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Ability to work in a multi-cultural environment

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Languages: English + one other language (Spanish/German/Italian) preferable

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Self-motivated and the ability to use and work on your own initiative

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Ability to work under pressure in a fast paced environment

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High level personal computer skills including electronic mail, record keeping, routine database activity, word processing, spreadsheets, graphics, etc.

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Handle multiple tasks simultaneously

Preferred Qualifications / Education / Experience:

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Degree in IT/Software/Computer Engineering/Information Systems or similar based Qualification

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Or Foundation engineering course (ONC or City &Guilds)

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Or 2-5 year previous experience in Field Services, technical support, or customer relationship environment appreciated

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Interests in technology: Internet of things, mobility

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Good understanding of electrical networks, data center environments would be beneficial

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Controls / Electrical / Call Centre / 1 st / 2nd line support agent/

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Developing innovative solutions to more complex technical problems that arise during the service contract period

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Documenting all carried out works to a high level.

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At Schneider Electric, Diversity & Inclusion is at the heart of our organisation, it's an integral part of our history, culture and identity. We recognise that embracing diversity unlocks innovation and creativity and fosters collaboration. We want our employees to reflect the diversity of our communities and the customers we serve. As a result, our teams are stronger to drive the company's future.

We are always open to a conversation around flexible working.

Please submit an online application to be considered for any position with us. This position will be posted until filled.

You know about us, so let us learn about you! Apply today.

For more information, please contact Senior Talent Acquisition Specialist, James Volkk: james.volkk@non.se.com

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You must submit an online application to be considered for any position with us. This position will be posted until filled. It is the responsibility of each employee to inform your manager that you're applying for a new internal opportunity. If you are not selected for an interview, you will receive electronic notification; you are not guaranteed a call from the recruiting team.

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