Mission:

Ensure the best Customer Experience and Satisfaction by providing a high quality professional Technical Support to current or future SE customers, particularly regarding technical information in Digital Buildings & Power Management. .

Take the ownership and ensure the customer is satisfied before closing the request. Assure a proper resolution for queries related to commissioning, configuration, troubleshooting and product selection.

Responsibilities:

• Provide technical support in post-sales and pre-sales by answering incoming communications from customers on all channels (ex: phone, email, chat) and prioritizing customer's support needs.
• Assist customer with obtaining log and configuration files through network.
• Be able to perform remote connections in order to diagnose and solve customer needs.
• Assure proper escalation to the 3rd level support when necessary or to Field Service Team to provide on-site support as required by leading between departments and customer.
• Actively create/modify knowledge database, review FAQ's, promote their usage towards the customers.
• Provide relevant product and process training to other team members.
• Ongoing proactive research and learning about new products, technologies and applications.
• Launch iniatatives looking for innovation and digital transformation to improve our processes and customer experience.

Requirements:

1. Education: Bachelor's Degree with 3-5 years of work experience.

1. Experience: Minimum 1 year Technical Support, Sales and/or customer service experience preferred.

1. Skills:

• Expertise with:
  • Knowledge in BMS (Script and Function Block programming).
  • Knowledge in HVAC Systems (Sensors, Valves and Actuators).
  • Knowledge in Power Meters and Power Quality.
  • Field Bus Communications (BACnet IP, Modbus TCP/RTU, Zigbee, KNX, DALI).
  • Industrial Networking (gateways, switches and routers)
  • IT skills:
    • Operating Systems (Windows, Linux).
    • Database knowledge (SQL).
    • Computer Software knowledge.
  • Profiency Portuguese.
  • Fluency required in Spanish.
  • Fluency required in English (C1 demonstrable).
  • Strong verbal and written communication skills are required.
  • Excellent problem solving abilities, aptitude to understand and explain technical information, interpersonal, communications and time management skills.
  • Demonstrate a flair & understanding of customer support issues, flexibility and an ability to learn quickly.

Key Performance Indicators:

• Customer Satisfaction (individual and team NSS).
• Case logging quality.
• FAQs (written/video).
• Training/coaching provided either to colleagues or customers.

Why us?

Schneider Electric is leading the digital transformation of energy management and automation. Our technologies enable the world to use energy in a safe, efficient and sustainable manner. We strive to promote a global economy that is both ecologically viable and highly productive.

₠34bn global revenue

128 000+ employees in 100+ countries

45% of revenue from IoT

5% of revenue devoted for R&D

You must submit an online application to be considered for any position with us. This position will be posted until filled

It is the policy of Schneider Electric to provide equal employment and advancement opportunities in the areas of recruiting, hiring, training, transferring, and promoting all qualified individuals regardless of race, religion, color, gender, disability, national origin, ancestry, age, military status, sexual orientation, marital status, or any other legally protected characteristic or conduct. Concerning agencies: Schneider Electric does not accept unsolicited resumes and will not be responsible for fees related to such.