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!
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Our Total Rewards is our way of saying: "We see you. We value you". It's more than just pay and benefits- it's a meaningful investment in you. It is designed for you to perform, grow, feel safe, and elevate your potential to shine as an impact maker.
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.
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