Contact Center Customer Service: Technical - Senior ProfessionalPermanent
Massachusetts, Andover - 05544Job Simplification
The announced job offer is made public by the firm: Schneider Electric and it was included in jobs list the date of: 2022-10-22 in the website greenenergyjobsonline.com.
It is announced that they have a job offer at the category of Array and the jobs location is in the state of Massachusetts at the city Andover, in the country US - at this current ZipCode: 05544
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Job Overview
Provide high-level technical support for industrial automation solutions and systems installed and operated by our global customers, using knowledge of products and solutions, including variable speed drives, motion control drives, switches, routers, adapters, control modules, Programmable Automation Controllers (PACs), Programmable Logic Controllers (PLCs), and software to operate, maintain, engineer, program, and configure the systems.
Determine the cause of the issue experienced by the customer and either provided a solution to resolve the issue or, via technical analysis, determine if there was an underlying issue with the product or specific combination of products. If the latter, engage with the various global Product Engineering department or Departments to resolve the situation. Recreate the reported issue and provide technical documentation describing the issue. Resolve the customer support cases escalated by the regional customer care centers of the Americas region (North & South America), or coming from strategic customer projects execution, or directly from customers having specific services contracts.
Analyze, reproduce and solve issues customers may face during the design, commissioning and operation of their facilities. Occasionally you would be required to conduct on-site investigations to determine possible reasons for the customer issue and provide technical site visit reports.
Oversee the launch of new innovative offers and digital solutions during field-tests, customer pilots and first projects. Lead and or participate in transformation projects to improve the Customer support team operational performance (digital customer experience, knowledge management, cybersecurity, case management improvement, troubleshooting methods, etc.). work in a very close collaboration in direction of the customers (with the front-office organizations, the Customer Care Centers) as well as in direction of the Line of business teams (with others expert support teams, CS&Q, R&D, offer management and manufacturing) which are located in different countries around the world.
Travel Requirements: Yes (5%); To a customer facility to undertake on-site test and diagnostics.
Education and Experience Requirements: This position requires a Bachelor's degree in Electrical Engineering, Automation technology, Industrial Automation / Control or a related field and 2 years' experience in engineering related to the industrial automation and control industries.
Special Skills:
Let us learn about you! Apply today.
Why us?
Schneider Electric is leading the digital transformation of energy management and automation. Our technologies enable the world to use energy in a safe, efficient and sustainable manner. We strive to promote a global economy that is both ecologically viable and highly productive.
Determine the cause of the issue experienced by the customer and either provided a solution to resolve the issue or, via technical analysis, determine if there was an underlying issue with the product or specific combination of products. If the latter, engage with the various global Product Engineering department or Departments to resolve the situation. Recreate the reported issue and provide technical documentation describing the issue. Resolve the customer support cases escalated by the regional customer care centers of the Americas region (North & South America), or coming from strategic customer projects execution, or directly from customers having specific services contracts.
Analyze, reproduce and solve issues customers may face during the design, commissioning and operation of their facilities. Occasionally you would be required to conduct on-site investigations to determine possible reasons for the customer issue and provide technical site visit reports.
Oversee the launch of new innovative offers and digital solutions during field-tests, customer pilots and first projects. Lead and or participate in transformation projects to improve the Customer support team operational performance (digital customer experience, knowledge management, cybersecurity, case management improvement, troubleshooting methods, etc.). work in a very close collaboration in direction of the customers (with the front-office organizations, the Customer Care Centers) as well as in direction of the Line of business teams (with others expert support teams, CS&Q, R&D, offer management and manufacturing) which are located in different countries around the world.
Travel Requirements: Yes (5%); To a customer facility to undertake on-site test and diagnostics.
Education and Experience Requirements: This position requires a Bachelor's degree in Electrical Engineering, Automation technology, Industrial Automation / Control or a related field and 2 years' experience in engineering related to the industrial automation and control industries.
Special Skills:
- Utilizing databases, spreadsheets, word processing software packages, business graphics, CRM (Salesforce) and communication software;
- Troubleshooting, diagnostic and high-level analysis of industrial network protocols, including Ethernet TCP/IP;
- Utilizing Automation programming languages: GRAFCET, LADDER, STRUCTURE TEXT, FBD, JAVA Script, C++, Python and propriety industrial software systems (Unity, Control Expert & Process Expert)
- Support of miscellaneous Industrial protocols: RS 232, RS 485, Profibus and HART;
- Process control instrumentation, including Programmable Logic Controllers (PLCs) and Human Machine Interface (HMI).
- Provide high level technical support of SCADA software (Citect, Wonderware & ClearScada)
- Support and conduct on site customer systems investigation and fault analysis, as and when required.
Let us learn about you! Apply today.
Why us?
Schneider Electric is leading the digital transformation of energy management and automation. Our technologies enable the world to use energy in a safe, efficient and sustainable manner. We strive to promote a global economy that is both ecologically viable and highly productive.
Employer Overview
Schneider Electric
Massachusetts, Andover - 05544- Agency