Senior Manager, Expert Technical Support- Protection Relays

Job Description

The Global Expert Technical Support (Level 3) is the highest level of customer technical support in Schneider Electric. It belongs to the global line of business and the team works closely with the global Quality, R&D, Marketing team, regional support centres(L2) and country support centres(L1).

Your role will be to provide technical support for SE make protection relays.

The L3 engineer must:

- Handle 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 stake holders such as 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 analyse 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 analyse further and to provide a resolution.

- Make sure to communicate regularly with the customer and provide updates on the progress when the problem takes longer time to resolve.

- Use their knowledge and experience to maintain and update the 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 for Advanced Technical Support Centres (Level 2) and internal SE teams that uses protection relays.

Profile

• Customer-focused and pro-active.
• Occasional short-term travel to customer sites.
• Excellent written and oral communication skills.
• Problem solving skills.

Qualifications

Education Level: bachelor’s or master’s degree in electrical engineering domain

Years of work experience: Preferably 10-12 years in Electrical distribution, Protection relays or related industry.

 Competencies: Knowledge of Power systems, Protection relay applications, Electrical network control technologies, and communication networks. Previous experience in Protection relays of Schneider Electric make like Micom, Sepam, and or ABB, Siemens and its applications, on-site commissioning, or projects is preferred. Knowledge of IEC61850 and Universal Test Equipment like Omicron will be an added advantage.

Languages: Full professional proficiency in English.