Overall mission: As part of the Secure Power North America Operations, this role is responsible for providing issue resolution and contributing to excellence & efficiency to =SE= product install based through queue calls, emails, and chats that come into the customer care center. The primary function is to support Field Service Engineers (FSRs). However, support is not limited to only FSRs. The role also acts as a coach/mentor for L1 TSEs, identifies and qualifies product failures, and assists L3 in understanding and resolving them through entering and tracking entries in our CRM system.
Shift: 11:30am-8:00pm EST, unless otherwise noted
Pay: Salary Exempt; semi-monthly
Essential Responsibilities & Key Tasks: - Respond to Field Service queue calls, emails, and chats that come into the customer care center
- Support FSRs in analyzing site technical issues as part of the technical escalation process
- For most critical/complex issues, take the lead of resolution (data collection, analysis, troubleshooting, implementation of a solution, & escalation to Level 3 if necessary) for problems associated with 3Phase UPS systems or components.
- Research, identify, develop, and recommend corrective measures to address technical issues identified in the field or in-house.
- Resolve advanced technical problems brought to us by External Customers, Sales Personnel, and Engineering.
- Identify and qualify product failures and assist L3 in understanding and resolving them.
- Case tracking with entries in our CRM system.
- Research and documentation of technical problems and solutions.
- Ensure correct appliance of Schneider Quality processes (Issue to Prevention, TEX, International Service Request, etc.)
- Act as a coach for more junior TSEs
- Performs site visits with Field Service Representatives
- Provide after-hours support for the Schneider-Electric install base through an on-call rotation (Mon-Fri -8pm to 8 am; Fri 8 pm to Sunday 11:59 pm)
- Support Strategic Accounts
- Other duties as assigned by the Technical Support Manager
Main interactions: - Service Operations, Field Service Managers, Service Execution Managers, Field Service Representatives, Service Coordinators, Quality Teams
Key Success Factors: - Strong technical skills with APC, MGE, and/or Schneider-Electric UPSs
- Ability to handle multiple tasks simultaneously.
- Display a solid customer-focus mindset
- On-site or remote advanced technical support experience
Skills Required (can be adapted per technologies used in SE Business Units): - Electrical engineering degree or equivalent
- Experience in system troubleshooting, diagnosis, and problem-solving for:
- Schneider Electric Products
- Ability to troubleshoot electronic and 3 phase and Single phase equipment using schematic or block diagrams
- Thorough understanding of principles of AC and DC power, various AC and DC supply circuit components.
- Exceptional communication skills and report writing
- FSR for 5-7 years or L1 with 10 years' experience and FSR training on required products
Ready to put your technical skills to work where they matter most? Let's connect!
For this U.S. based position, the expected pay range is USD 86,400 - USD 129,600 per year.
This pay range includes base pay and short-term incentives. The compensation range for this full-time position applies to candidates located within the United States. Our pay ranges are determined by reviewing roles of similar responsibility and level. Within the pay range, individual pay is determined by several factors including performance, knowledge, job-related skills, experience, and relevant education or training.
Our Total Rewards package outlines all the benefits and support you'll enjoy as part of the Schneider Electric team:
Care for Yourself and Your Family. We ensure you feel secure with benefits that help you and your family thrive: medical (with member reward points), dental, vision, and basic life insurance, Benefit Bucks, flexible work arrangements, paid family leaves, well-being programs, 12 holidays per year, and 15 days of paid time off per year.
Invest and Plan Your Future. We help you plan and invest for the future with competitive pay and programs including base salary, incentives, company share ownership, and 401(k) with match.
Grow Your Skills and Career. We support development through performance discussions, global opportunities, the Schneider Career Hub, and learning platforms like Coursera.
Team Up in the Workplace. We encourage collaboration, recognition, sharing your voice, and an inclusive workplace.
Support Your Community. We make a difference through volunteer leave, programs with the Schneider Electric Foundation, youth education initiatives, and military leave benefits.
If you believe this job posting is not compliant with applicable state pay transparency laws in the U.S., please notify the Company as soon as possible upon discovery by completing this form Job Posting Compliance Form.
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!
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