Contact Center Customer Service: Technical - Senior Professional at SCHNEIDER ELECTRIC SMART GRID SOLUTIONS LLC

Bengaluru, karnataka, India -

Full Time

Start Date

Immediate

Expiry Date

27 May, 26

Salary

0.0

Posted On

26 Feb, 26

Experience

10 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Technical Support, Troubleshooting, Customer Service, Modbus Gateways, Cloud Advisor Systems, Electrical Systems, IT Networks, Salesforce, Process Improvement, Data Analysis, Communication, Negotiation, Adaptability, Training, Diagnostics, Knowledge Base Management

Industry

Energy Technology

Description

Profile: ➢ Dynamic leader with fair knowledge of CCC process in Schneider ➢ Preferred - Experience of working 4+ years in CCC at L2 or L3 levels in Gateway/SW / Systems offers. ➢ Overall experience of 8+ years in SW tools connected to Electrical application with minimum 3 years of experience with connected products or system ➢ Fair knowledge on Configuring, Designing & Final acceptance testing of LV Electrical Systems for multiple segments ➢ Experience with schneider Modbus gateways (PAS, ComX, SIB, PTL, Link150...) & Cloud Advisor systems (PA, EAAD/SP&C, EEH) ➢ Work closely with Engineering , MVO(Relays, breakers, sensors) and services team. ➢ Focused on segments like O&G, Health care, Date centers (Large & critical applications) ➢ Skills to work with multicultural teams & Adaptability to work on different time zones ➢ Able to influence and negotiate “process changes & adaptations” ➢ Generate disruptive ideas in the way we support customers ➢ Leverage technology advancement in providing innovative solutions in customer support process. ➢ Good knowledge of IT networks, and capability around networking systems and computer systems Roles Key Objective: Accelerates progress in our journey – Efficiency & Effectiveness in troubleshooting of our systems / solutions ➢ Custodian of Expert Customer support (L3) o Handle customer technical support incidents in BFO (Salesforce-based CRM platform), and follow the cases to their complete resolution, with the help, if needed, from other stake holders such as R&D, Quality, and Marketing. o Offers to support. ▪ Large & Critical application, Eco Care & ESXP Digital systems/solutions. ▪ Digital services: Power Advisor, Asset advisor over Edge solution ▪ SW as Service (SaaS): EEH based Solutions ➢ Define, Measure, Learn & Adapt: Process / Methods / Tools & Guides ➢ Define Hyper care & Normal support processes for Solutions & Systems we roll out as part of EcoStruxure Power deployment ➢ Working with Digital / platform teams to manage the Platform issues more effectively. ➢ Picking the right initiatives and develop that could greatly improve ALL our system / solution support: o Skills, tools, offer capability etc. ➢ Developing a mechanism to increase skill to troubleshoot systems / solutions: o Work with CCC (L1, L2, L3), Learning path definition, Community learning & solution practices. ➢ Collaborate & deliver right practices to deliver systems that has higher trouble shooting & diagnostics. o Driving Technical capabilities of our offers / systems through Rules, Invariants, Guides etc. ➢ Customer satisfaction is our top priority, and answers must be provided in a timely manner. o Use their technical expertise to analyze and resolve malfunctions in the products as mentioned in the customer requests, or to collect relevant data from the customer site, allowing the R&D team to analyze further and to provide a resolution. o Make sure to communicate regularly with the customer, and to provide updates on the status of a case when the problem takes a longer time to resolve. o Use their knowledge and experience to maintain and update a Technical Knowledge Base, by creating FAQ documents (Frequently Asked Questions) Strongly connected to: ➢ EcoStruxure deployment leaders ➢ LoB Tech support managers / leaders ➢ Country CCC managers & Corporate CCC staff ➢ EcoStruxure Power project managers, PQL’s & OQL’s ➢ Components that constructs for ESXP systems Behavioral & Leadership: ➢ Good communication skills and ability to provide internal and external training on cloud service offers ➢ Acumen to analyze problems, drive short term & long-term solutions ➢ Attention to detail, self-starter, proactive, Assertive & keen to learn, and result oriented. ➢ Able to work under pressure and with deadlines. ➢ Able to work across borders in different time zones and with L4 support team in France. ➢ Able to investigate issues, diagnostic findings and provide customer recommendations using internal platform DSA (Digital Service Admin) designed to support the run team. Education and Experience ➢ Education: Engineering degree in a related discipline (Electrical, Electronics, Instrumentation) ➢ Experience communicating technical concepts to internal or external customers, both verbally and in writing. ➢ Business Understanding: focus on customer satisfaction by ensuring fast customer support and reactivity Others (e.g. language skills, location): Fluency in English is mandatory. Looking to make an IMPACT with your career? When you are thinking about joining a new team, culture matters. At Schneider Electric, our values and behaviors are the foundation for creating a great culture to support business success. We believe that our IMPACT values – Inclusion, Mastery, Purpose, Action, Curiosity, Teamwork – starts with us. IMPACT is also your invitation to join Schneider Electric where you can contribute to turning sustainability ambition into actions, no matter what role you play. It is a call to connect your career with the ambition of achieving a more resilient, efficient, and sustainable world. We are looking for IMPACT Makers; exceptional people who turn sustainability ambitions into actions at the intersection of automation, electrification, and digitization. We celebrate IMPACT Makers and believe everyone has the potential to be one. Become an IMPACT Maker with Schneider Electric – apply today! €36 billion global revenue +13% organic growth 150 000+ employees in 100+ countries #1 on the Global 100 World’s most sustainable corporations You must submit an online application to be considered for any position with us. This position will be posted until filled. Schneider Electric aspires to be the most inclusive and caring company in the world, by providing equitable opportunities to everyone, everywhere, and ensuring all employees feel uniquely valued and safe to contribute their best. We mirror the diversity of the communities in which we operate, and ‘inclusion’ is one of our core values. We believe our differences make us stronger as a company and as individuals and we are committed to championing inclusivity in everything we do. At Schneider Electric, we uphold the highest standards of ethics and compliance, and we believe that trust is a foundational value. Our Trust Charter is our Code of Conduct and demonstrates our commitment to ethics, safety, sustainability, quality and cybersecurity, underpinning every aspect of our business and our willingness to behave and respond respectfully and in good faith to all our stakeholders. You can find out more about our Trust Charter here Schneider Electric is an Equal Opportunity Employer. It is our policy 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.

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Responsibilities

This senior professional acts as the custodian of Expert Customer Support (L3), handling complex technical support incidents via the Salesforce CRM platform until complete resolution, often collaborating with R&D, Quality, and Marketing stakeholders. Key objectives include defining support processes, developing mechanisms to increase troubleshooting skills across support tiers, and driving technical capabilities through documentation like Rules, Invariants, and Guides.