Manager, Expert Technical Support - Power Management Systems
Schneider Electric
Bengaluru, Karnataka, India
Your role will be to provide technical support for Schneider Electric Scada Software The L3 engineer will: - Assure the treatment of customer technical support incidents in BFO (Salesforce-based CRM platform), and follow the cases to their complete resolution, with the help, if needed, from other services of the activity like R&D, Quality, and Marketing. Customer satisfaction is our top priority, and answers must be provided in a timely manner. - Use their technical expertise to analyze and resolve malfunctions in the products as mentioned in the customer requests, or to collect relevant data from the customer site, allowing the R&D team to analyze further and to provide a resolution. - Make sure to communicate regularly with the customer, and to provide updates on the status of a case when the problem takes a longer time to resolve. - Use their knowledge and experience to maintain and update a Technical Knowledge Base, by creating FAQ documents (Frequently Asked Questions). These may be text-based or video-based. - Bring field experience and customer feedback to the Offer Creation and Issue to Prevention processes. - Build and organize technical training, at least for Advanced Technical Support Centers (Level 2). Education Level: Bachelor's or master’s degree in Electronics/Electrical Engineering domain Years of work experience: Candidate Preferably with 7-10 years of experience in Substation Automation – Design/development or testing, knowledge of various SCADA software used in the industry like Citect SCADA, GE iFix, Wonderware etc, Communication Protocols like Modbus, IEC 101/104, IEC61850 will be an ideal fit. On-site commissioning, or projects & Knowledge of IEC61850 will be an added advantage. Working Knowledge of Schneider Softwares Power Monitoring Expert & Ecostruxure Power Operations will be an added advantage Competencies: Knowledge of Scada Software, knowledge of communication protocols like IEC61850, IEC 101,103, 104, Modbus TCP etc. - Self-motivated individual contributor, able to meet deadlines in fast-paced, dynamic environment. - Customer Focused. - Good communication & Negotiation skills - Should be able to work in diverse multi-geography located teams and be capable of taking initiatives and contribute independently and as Team Player when required. Qualifications Bachelor's or master’s degree in Electronics/Electrical Engineering domain