Primary Technical Support

• 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;
• Responsible for answering incoming communications from customers on all channels (ex: phone, email, chat) and prioritizing customer’s support needs;
• Assure proper escalation to the 2nd level support when necessary or to to Service Team to provide on-site support as required;
• Provide support to the customers for product replacement, troubleshooting and technical complaints;
• Complete documentation and follow up on all commitments and customer details;
• Actively create/modify knowledge database,review FAQ’s, promote their usage towards the customers (same for video FAQs and download centers)

• Provide relevant product and process training to other team members;
• Ongoing proactive research and learning about new products, technologies and applications;
• Participate in the interaction centre’s continuous improvement process;
• Liaise between customers, After-Sales and Marketing regarding Product Quality Returns.

• Responsible for back-up (English language where local not covered) of tasks performed in other teams (technical support, generalist, Lead management, etc) when necessary
• Specific product and process related responsibilities:

• Propose FAQ from handled cases (bFO); create/contribute to Video FAQs
• Clarification of information in Company Manuals
• Make information available on the Company public WEB Site and on relevant forums; embed all digital resources in providing service to customers (Federated Search, mySchneider App, MySE etc)
• Participation in new product development process (Beta testing, technical proof reading and technical support documentation); contribute to Product Specifications and provide firmware upgrade assistance
• Be able to collect information needed in case of escalation to L2 (electrical single line&control wiring diagram, complete drive configuration, context and historical etc).
• Assist customer with obtaining log and configuration files through network
• Be able to use commissioning tools in order to obtain configuration
• Be able to provide technical answer by using documentation (User Guide, Programming Manual, Installation Manual)
• Ocasionally provide technical trainings to customers .

• Customer Satisfaction (individual and team NSS)
• Generated revenue (individual and team)
• Case logging quality & quantity
• FAQs (written/video) - KCS Maturity, Linked FAQ to cases, New/Up-dated FAQs
• Federated Search adoption
• Training/coaching provided to colleagues quality and quantity

• Experience: Minimum 1 year Technical Support, Sales and/or customer service experience preferred; Previous sales experience an advantage; Previous Call-Centre experience desirable; Have Basic knowledge according to the specialization if needed (Automation, Electrical Distribution LV & MV, Home & Building Automation, Power Quality & Energy Management, UPS Systems)

• Skills:

• Fluency required in English and the language of the country he/she supports (English fluency is mandatory in case of constant required contact with a Regional Advanced Support Center)
• Working electrical knowledge is essential;

• PC skills (Microsoft, Windows, ERPs)
• Strong verbal and written communication skills are required
• Demonstrate a flair & understanding of customer support issues, flexibility and an ability to learn quickly;
• Excellent problem solving abilities, aptitude to understand and explain technical information, interpersonal, communications and time management skills;
• Ability to develop and maintain customer rapport;

• Customers – Inform, Explain, Influence
• Team Leader – Inform, Explain
• CCC teams (primary, advanced and expert) – Inform, Influence, Explain, Negotiate
• Related CS&Q Managers – Inform, Explain
• Related Sales, Services, Marketing, Project Execution, GSC Managers/Teams – Inform, Influence, Explain, Negotiate
• Any leader that may contribute to solve Customer issues – Inform, Influence, Explain, Negotiate
• Key Account Manager, Strategic Account Executive – Inform, Influence, Explain, Negotiate

Schneider Electric