Expert Technical Support, Experienced Engineer at SCHNEIDER ELECTRIC SMART GRID SOLUTIONS LLC

Shanghai, Shanghai, China -

Full Time

Start Date

Immediate

Expiry Date

14 May, 26

Salary

0.0

Posted On

13 Feb, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Technical Support, Protection Relays, Salesforce, R&D Collaboration, Quality Assurance, Malfunction Analysis, Customer Communication, Knowledge Base Maintenance, FAQ Creation, Field Experience, Offer Creation, Issue to Prevention, Technical Training, Power Systems, Electrical Network Control, Communication Networks

Industry

Automation Machinery Manufacturing

Description

Job Description The Expert Technical Support (L3) is the highest level of customer technical support in Schneider Electric. It belongs to the central Business Unit and the team works closely with the global Quality, R&D, and Marketing teams. Your role will be to provide technical support for protection relays. The L3 engineer will: - Assure the treatment of 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 services of the activity like R&D, Quality, and Marketing. Customer satisfaction is our top priority, and answers must be provided in a timely manner. - 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. - 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. - Use their knowledge and experience to maintain and update a Technical Knowledge Base, by creating FAQ documents (Frequently Asked Questions). These may be text-based or video-based. - Bring field experience and customer feedback to the Offer Creation and Issue to Prevention processes. - Build and organize technical training, at least for Advanced Technical Support Centers (Level 2). Profile Customer-focused and pro-active Occasional short-term travel to customer sites Excellent written and oral communication skills Education Level: Bachelor's or Master’s Degree in Electrical Engineering domain Years of work experience: Preferably 4+ years in Electrical distribution, Protection relays, or related industry. Competencies: Knowledge of power systems, protection relay applications, electrical network control technologies, and communication networks. Previous experience in protection relays of Schneider Electric make like Micom, Sepam, and or ABB, Siemens and its applications, on-site commissioning, or projects is preffered. Knowledge of IEC61850 and Universal Test Equipments like Omicron will be an added advantage. Languages: Full professional proficiency in English.

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Responsibilities

The engineer will manage and resolve high-level customer technical support incidents using a CRM platform, collaborating with R&D, Quality, and Marketing teams to ensure timely customer satisfaction. Responsibilities also include analyzing product malfunctions, updating technical knowledge bases, and contributing field experience to product improvement processes.