Primary Technical Support

In Schneider Electric everything we do promotes progress and sustainability for all - our colleagues, customers, partners, and the communities and societies where we live and work.

From the products, software, and services driving the digital transformation of energy management and automation to corporate citizenship and volunteer activities, we make an impact by helping people and organizations become more resilient and efficient, more electric and digital.

Which is where you come in.

Working at Schneider Electric means working toward a cleaner, better world.

You're part of a global team built on inclusion, mastery, purpose, action, curiosity, and teamwork, turning sustainability ambitions into actions.

The Role:

Join a dynamic support team where you'll be the first line of technical assistance in helping customers and partners to resolve technical issues.

This role also offers a mix of technical support in pre- and post-sales support, troubleshooting, and collaboration with cross-functional teams to ensure top-tier customer satisfaction.

If you're passionate about tech and thrive in a fast-paced, customer-focused environment, this is your opportunity to make an impact.

What will you do?


* Provide 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.


* Escalate 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.


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


* Respond 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.


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


* Participate in technical trainings.


* Perform other functions as may be assigned by the lead.

What qualifications will make you successful?


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


* Work experience in Technical Support or Call Center


* Experience working as Technical Support, Ap...