L3 Global Expert Technical Support Engineer

Shanghai
Permanent
Full-time

8 days ago

POSITION SUMMARY:APC by Schneider Electric would like to advertise for the position of Level 3 CCC Technical Support Engineer within the Customer Care team.A Schneider Electric Edge or Data Centre Solution consists of the Power, Cooling, Security, Management, Monitoring, Environmental and Rack requirements to ensure a reliable environment for housing and running server systems.The primary responsibility of this role is to provide highest quality Technical Support to our customers using Single-Phase UPS Technology, with a secondary in management and monitoring platforms, supporting the numerous hardware and software products Schneider Electric offer.The successful candidate should have a passion for technology, be a self-learner and motivated to solve complex technical problems through self-led lab testing and validating.The candidate will join an expert team working on latest developments in Secure Power and will gain experience working with some of the leading companies in the world of IT.BREAKDOWN OF REPONSIBILITIES:· Lead cross-functional support team to respond to escalated customer issues in a timely manner including management of escalations as mini-projects.· Provide Weekly updates of CMI (Customer Major Issue) for the Secure Power CS&Q Team.· Serve as a member of the BOC (Board of Change) Team for ODM – acting as case investigator.· Liaising within the Customer Satisfaction & Quality Teams – Offer Quality Leads, Product Quality Leads, Product Managers and Cybersecurity teams on a regular basis to ensure detailed knowledge of trends/bugs, all imminent software related releases and compatibility issues.· Review technical documentation for accuracy and clarity when needed (Product Manuals, Field Service Bulletins, Technical Expert Assessment (TEX) Reports, Method of Procedure)· Support Sustaining Engineers with TEX related activities.· Execute deliverables for the applicable product family in the product development process (PMP)· Provide and develop relevant product training associated with respective product lines.· Oversee support of CCC (training, answering of technical questions, mentoring)· Document problems and help create knowledge articles to help technical support, and field engineers, to identify and solve issues quickly.· Advanced Knowledge of all I2P processes within Bridge Front Office (bFO)· Review field quality data, provided by CCC and Service Operations, to generate reports which can support various I2P processes and initiatives. (IWF, PRB, FSB, etc.)· Providing expert level Hardware/Software support to Customers, Service Engineers, Network Integration Engineers and Service Partners as required.· Installing, updating and testing of new Hardware/Software Products in team laboratory, completing validation testing and recreating customer issues in a controlled environment to identify and troubleshoot reported problems.· Maintaining technical knowledge on new trends, products and systems through project work, courses and self-study.QualificationsHIGH LEVEL PERFORMANCE METRICS:

Customer Satisfaction/Loyalty
Case Acceptance, Case Answer metrics

Case Logging quality & quantity

Training/Coaching Evaluation

Project Completion

EDUCATION:
Degree in Electrical Engineering/Computer Engineering/Information Systems or Electrical/Technical Diploma course or 1-2 years related work experienceEXPERIENCE FURTHER DEFINED:· Excellent problem-solving skills and the ability to demonstrate logical troubleshooting steps when working on hardware/software issues· Prior experience as an electrical specialist, prior experience in technical repair/maintenance is preferred· Must be fluent in English· Has excellent communication skills and networking skills· Needs to have a strong grasp and understanding of a team environment· Has ability to troubleshoot electronic and Single-Phase equipment using schematic or block diagrams· Has ability to define problem, collect data, establish facts and draw valid conclusions for both electrical and customer issues· Pursue proactive team activities to achieve department and company initiatives· Has ability to interpret business and technical procedures· Can perform effectively in a fast paced and high-pressured environment· Excellent aptitude to understand and explain technical information.· Experience working in a team environment with the initiative to go beyond the norm· Good knowledge of major operating systems (Microsoft, Unix/Linux, Mac) desirable· Good knowledge of Networking Technologies (TCP/IP, SNMP) essential· Good knowledge in VMWare, IoT, Edge Computing essential· Good knowledge of Cybersecurity and/or Digital Forensics· Good coaching and presentation skills essential· Demonstrate flexibility and an ability to learn and work quickly.TRAVEL: Less than 10% - Mostly within China, Site visits as required

Schneider Electric

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