Job details
Job type full-time
Full job description
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 centerThe primary function is to support field service engineers (fsrs)However, support is not limited to only fsrsThe 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.
Shifts:
For this role, 11:30am-8:03pm est.
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
Qualifications
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:
3ph power ups systems
Apc products
Mge products
Schneider electric products
Ability to troubleshoot electronic and 3 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
Primary location
: us-massachusetts-boston
Other locations
: us-texas-carrollton, us-north carolina-raleigh, us-tennessee-nashville, us-missouri-stLouis, us-california-costa mesa, us-colorado-boulder
Schedule
: full-time
Unposting date
: ongoing
