Primary Technical Support (Fluid Workforce)

Job title:

Primary Technical Support (Fluid Workforce)

Company

Schneider Electric

Job description

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? Start making an IMPACT!The Role: Primary Technical Support (Fluid Workforce)This position will be part of Global Hub Fluid Workforce. To prepare resource for the competency and knowledge needed for Primary Technical Support as the primary function as well as for any other business requirements, fluid workforce resource will go through communication skills and functional training.The employee will transition between various support roles as future-ready talent based on requirement they will be assigned too. They will also be able to acquire the additional knowledge and skills needed to quickly respond to unforeseen circumstances and new business needs depending on what best suits their level of interest and competency.What will you do:

• Provides technical support to field engineers, technicians, and product support personnel who are diagnosing, troubleshooting, repairing, and debugging complex electro/mechanical equipment, computer systems, complex software, or networked and/or wireless systems.

• Provide 1st level of technical support in pre-sales (product selection, application information) and post-sales (product installation, technical characteristics, technical complaints) telephone and electronic to SE customers and partners.

• Escalates calls as necessary to next level Tier support team members and Team Lead.

• Responsible for answering incoming communications from customers on all channels (ex: phone, email, chat) and prioritizing customer’s support needs.

• Logs all customer transactions and interactions in our Customer Relations Management System and follows up assigned cases until resolution is confirmed by the Dealer.

• Responds to situations where first-line product support has failed to isolate or fix problems in malfunctioning equipment or software.

• Liaise between customers, After-Sales and Marketing regarding Product Quality Returns.

• Strives towards meeting group and individual metrics and targets, including phone response, first-call resolution, customer complaints as well as individual quarterly key performance indicators.

• Participates in technical trainings.

• Performs other functions as may be assigned by the Supervisor.

QualificationsWho would be successful?

• Education:

• Graduate of Bachelor of Science in Engineering (preferably Electrical, Electronics, Instrumentation, Mechanical) or equivalent technical course.

• Crash course on Automation, Instrumention, PLC and solar PV advantage

• Experience:

• Fresh graduates are welcome to apply.

• Work experience in Technical Support or Call Center preferred.

• Experience working as Technical Support, Application or Design Engineer advantage.

• Have Basic knowledge according to the specialization if needed (Automation, Electrical Distribution LV & MV, Home & Building Automation, Power Quality & Energy Management, UPS Systems).

• Skills & Qualifications:

• Fluency required in English and the language of the country he/she supports.

• Excellent diagnostics capabilities, analytical skills, and able to work in a team.

• Experience in technical support role advantage. Demonstrate ability to understand and explain technical information.

• Responsible for responding to customers’ needs across any applicable channels (ex: phone, email, chat) based on business requirements.

• Must possess excellent skills in listening, expression, and interrelationships.

• Proficient in MS Office. Digital savvy. BFO background is a plus.Open to participate in any functional, fluid workforce-related activities or project to build their capabilities and improve skillsets.

• Willing to move from one project to another within a 2-year period, duration may vary depending on the business requirements.

• Flexible and willing to work additional hours during high peak volume times.

• Candidate must be flexible to work on rotating shift schedule supporting different regions.

• Willing to work in Cavite and on a hybrid set up with possible shifting schedules based on project assignments.

• Able to deal with dynamic situations & multiple conflicting priorities with strong ability to multitask and work in fast paced, constantly changing environment.

• Customer centric mindset and demonstrate a fair & understanding of customer support issues, flexibility, and an ability to learn quickly.

• Demonstrate a fair & understanding of customer support issues, flexibility, and an ability to learn quickly.

Why us?Schneider Electric is leading the digital transformation of energy management and automation. Our technologies enable the world to use energy in a safe, efficient and sustainable manner. We strive to promote a global economy that is both ecologically viable and highly productive.€36bn global revenue150 000+ employees in 100+ countries45% of revenue from IoT5% of revenue devoted for R&DVideo Link: https://youtu.be/J0cFSdFpI24Let us learn about you! Apply today.You must submit an online application to be considered for any position with us. This position will be posted until filled.It is the policy of Schneider Electric to provide equal employment and advancement opportunities in the areas of recruiting, hiring, training, transferring, and promoting all qualified individuals regardless of race, religion, color, gender, disability, national origin, ancestry, age, military status, sexual orientation, marital status, or any other legally protected characteristic or conduct.Schedule: Full-time
Req: 0090WS

Expected salary

Location

High Peak, Derbs

Job date

Mon, 02 Sep 2024 22:32:38 GMT

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