CBUS Technical Support - Level 3

at  Schneider Electric

Job Description:

WHAT IS THE ROLE?

This is a critical position taking on the responsibility of the C-Bus Lighting Control System Level 3 technical support expert for Schneider Electric Global business
Your objective?

You will be collaborating with the front office and country support agents to facilitate and resolve escalated customer issues by sharing your knowledge and expertise. You will be responsible for technical support with an application engineer point of view:

• Answer to the incoming Countries technical questions from Advanced Support
• Bring a strong customer feedback in all the entity processes.
• Build and organize technical content to be broadcasted through documentation or trainings at least for Advanced Technical Support
• Be involved in customer claim processes.

Specific responsibilities include:

• Ensure that cases are well processed in our internal tool after escalation from Advanced Support.
• Give a comprehensive and extended answer to customer technical issues in short timeframes.
• Write technical content to minimize calls from customers, and ensure advanced CCC agent autonomy (product information, applications content, FAQs, …)
• Provide technical content and training for SE employees.
• Contribute to short interval meetings with Expert support team.
• Provide support to engineering team & to expertise centers to determine root cause and corrective action.
• Recreate customers solutions implying smart devices in a communication network.
• Provide customer feedback, systems/applications, and field histories to internal entities.
• Understanding of other standalone electronic offers and smart devices that can be part of systems and communications offers, e.g. Dynalite, Digi Net, Zen Control, Crestron, KNX.
• Drive innovation and differentiation in customer solutions to address customers business needs.

The list is long but importantly we offer a competitive salary package, access to our employee share plan and salary continuance insurance. Beyond this we have a truly flexible work environment with opportunities to work remotely, on-site at customer locations or in our SMART office facilities. Additionally, we offer all our employees a chance to build your career within our global organization. With our game changing ‘Open Talent Market’ you have the opportunity to; work on global projects, explore future roles or establish a mentorship to grow your skills. The opportunities are at your fingertips.

• Flexibility at Work and Global Family Leave
• Option to participate in our Share Program, with discounts and company contribution for employees
• Potential opportunity to purchased further annual leave
• Discounts at major vendors such as Clipsal, JB-HiFi and Hoyts just to name a few through our employee rewards schemes
• Continuous training on Schneider products
• Exposure to a market leader in sustainability and automation
• Global support at your fingertips
• Working in a well-balanced team and inclusive environmen