Primary Technical Support at Schneider Electric Industries Malaysia

Cavite City, Cavite, Philippines -

Full Time

Start Date

Immediate

Expiry Date

17 Sep, 26

Salary

0.0

Posted On

19 Jun, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Technical Support, Customer Service, Electrical Knowledge, Problem Solving, Communication Skills, Time Management, Product Selection, Troubleshooting, Quotation Issuance, Knowledge Base Management, Microsoft Office, ERP Systems, English Fluency, Interpersonal Skills, Technical Documentation, Customer Rapport

Industry

Automation Machinery Manufacturing

Description

Mission: Improve Customer Satisfaction by providing a high quality professional Primary Technical Support to SE customers, particularly regarding technical information on products (in some instances prices and discounts included), application information during the pre-sales & after sales process. Take the ownership and ensure the customer is satisfied before closing the equest. Assure a proper resolution for queries related to product replacement, on-site intervention, technical complaints, product selection, troubleshooting and product quality returns. Create/modify knowledge database and review FAQ’s. Identify new business opportunities, define and quote product and equipment from customers’ requests, coordinating with relevant Quotation, Sales or Marketing contact for special prices. Communicate to relevant sales people. Responsibilities: 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; Issue quotations in accordance with customer requests and required standards: cross references, configuration, mix of products in cooperation with countries representatives; 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) Collaborate with Marketing on new product launches; 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: o Propose FAQ from handled cases (bFO); create/contribute to Video FAQs o Clarification of information in Company Manuals o 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) o Participation in new product development process (Beta testing, technical proof reading and technical support documentation); contribute to Product Specifications and provide firmware upgrade assistance o 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). o Assist customer with obtaining log and configuration files through network o Be able to use commissioning tools in order to obtain configuration o Be able to provide technical answer by using documentation (User Guide, Programming Manual, Installation Manual) Ocasionally provide technical trainings to customers . Key Performance Indicators: Customer Satisfaction (individual and team NSS) Complaint Management: Customer Major Issue, Business Risk Escalation, Customer Safety Issue, Offer Safety Alert 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 Requirements: 1. Education: Bachelor’s Degree with 1-2 years of work experience or Post-Secondary technical school with 2-3 years of work experience 2. 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) 3. 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 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; Stake-holders and Communication: • 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 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! €40 billion global revenue +9% organic growth 150 000+ employees in 100+ countries 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

Provide first-level technical support for pre-sales and post-sales queries across multiple communication channels to improve customer satisfaction. Responsibilities include issuing quotations, managing technical complaints, and maintaining the knowledge database and FAQs.