Advanced Technical Support Engineer - Low Voltage, Metering and eMobility ProductsJob Title: Advanced Technical Support Engineer - Low Voltage, Metering and eMobility Products Location: Can be based in Auckland, NZ OR Sydney OR Adelaide, AUAre you passionate about improving customer satisfaction and creating market stability? Look no further as we're seeking a dedicated individual to provide top-tier technical support for Schneider Electric's range of Low-voltage distribution products and related solutions.This role has flexibility to work from either Auckland (New Zealand), Sydney, or Adelaide. This role will report into the Advanced Technical Support Manager. As an Advanced Technical Support Specialist, you will play a pivotal role in guiding customers and SE businesses in their post-sales journey. This includes installation/set-up support, maintenance support, and remote troubleshooting assistance.Key Operational Responsibilities:Understand customer issues and expectations, including assessment of additional relevant information that may be needed to perform comprehensive remote troubleshooting.Act as the incident and escalation point of contact for managing the resolution of critical customer issues, liaising with multiple stakeholders (Technical Leadership Team, Product Marketing, Level-3 Support, Quality, R&D Teams) to help expedite resolutions and implement continuous improvement.Contribute to reducing end-to-end resolution time for customer issues.Take ownership of technical skills enhancement, including practical hands-on expertise.Regularly review escalated cases from the Primary Technical Support Team (Level-1) to identify gaps and improve the technical competency of Level-1 engineers.Provide technical mentoring to the Level-1 team to enable them to handle more complex cases.Develop personal technical expertise on SE’s product range and contribute to company knowledge resources (FAQs, Technical Articles, Troubleshooting Videos).Showcase customer success stories highlighting the value-added service technical support provides (internally and externally).Contribute to lead/new opportunities identification during engagement with customers.Bolster the company's reputation by providing excellent technical service to our customers.About You:You are innovative and strategic, focused on defining and supporting new models of technical support to produce a premium service offering to our customers. You are customer-obsessed, going above and beyond to deliver extraordinary results and experiences for customers.Required Skills and Attributes:Diploma/Degree in Electrical/Electronics/Power/Process Automation/Mechatronic Engineering, or Trade Qualification with relevant experience.Product-specific training and/or necessary training qualifications.Candidates with onsite service experience on low-voltage products will be preferred.Experience in electrical engineering and installations, technical fault finding, and knowledge of commonly used communication protocols (e.g., TCP/IP, Modbus Ethernet, RS485).Understanding of LV Circuit Breakers Cascading and Discrimination Principles and electrical schematics (SLD).Understanding local Electrical Standards and Regulations (e.g., AS3000). EWRB registration will be preferred.Excellent problem-solving abilities, aptitude to understand and explain technical information, and strong interpersonal, communication, and time management skills.Advanced computer skills and data analysis.If you're ready to be a trusted advisor, drive customer satisfaction, and contribute to Schneider Electric's success, we want to hear from you! Apply now and be part of our dynamic team that's shaping the future of automation and energy management.All applicants must have working rights in New Zealand at the time of application and will be required to provide documented evidence if selected for interview.Schneider Electric does not accept unsolicited resumes/candidate profiles from external agencies or suppliers via any method. If any candidates are submitted in an unsolicited manner, we will consider this as a direct candidate application to Schneider Electric and no fee will be payable.
#J-18808-Ljbffr