Global Expert Technical Support Engineer

3 weeks ago

Montreal, Canada Schneider Electric Norge AS Full time

Position Profile

Our Global Expert Technical Support Group is a dynamic area of our business with extensive growth opportunities within the group or in other departments. We assist electricians, electrical engineers, application engineers and sales representatives in selecting, integrating, implementing, maintaining and troubleshooting power and energy management, from basic metering to complex, mission critical turn-key systems. The Expert Technical Support Group also interacts closely with the R&D departments including Software and Hardware development, based in 3 continents.

Expert Technical Support Engineers at Schneider Electric employ a combination of Electrical, System and Software Engineering skills to:


What will you do?

  • Help customers maintain the reliability and performance of their systems, and address any potential technical problems.
  • Assist Application Engineers with site-specific difficulties during new site commissioning as well as system extensions.
  • Work closely with our direct and indirect international sales force to manage customer relationship and satisfaction.
  • Assist sales personnel in the pursuit of new business by providing pre-sales technical support and assisting with customer evaluations and system selection. Occasionally preparing and presenting customer product demos.
  • Research, identify, develop and recommend corrective measures to address technical issues identified in the field or in-house.
  • Participate in development projects by contributing knowledge of customer applications, providing user information requirements, providing test scenarios and typical use-cases, and occasional participation in actual development and Test cycles.

Responsibilities & Key Tasks

  • Resolve advanced technical problems brought to us by customers, Application Engineers, Sales personnel and Engineering.
  • Identify and qualify product failures, and assist Engineering in understanding and resolving them.
  • Case tracking with entries in our CRM system.
  • Research and documentation of technical problems and solutions.
  • Design, plan, research, evaluate and test complex systems used to monitor and/or control electrical equipment and building management systems.
  • Remote connection to customer installations for troubleshooting and healthy system checks.
  • Other duties as assigned.
  • Prioritize critical site escalations, especially for Global Strategic Accounts and Strategic Partners.

Essential

  • Engineering degree in electrical, building automation or computer science, or equivalent
  • Experience system troubleshooting, diagnosis and problem solving for:
    • Software, hardware, networking and databases
    • Power and/or electrical systems knowledge.
    • Building automation and control. HVAC
  • Experience with windows operating systems and associated network experience
  • Strong background in IT and communication networks (IP)
  • Building management communication protocols: BacNet, LON, etc…
  • Positive attitude, enthusiastic, self-motivated and customer focused
  • People-person and team player, enjoying the cross-functional interaction required for this position
  • Quick learner with an inquiring mind
  • Strong written and oral communications skills
  • Comfortable working in a fast paced, dynamic environment
  • Ability to work with people with a wide range of technical backgrounds, including senior professional engineers, electricians, IT engineers and personnel, account managers, sales personnel
  • Ability to occasionally travel to various customer sites worldwide
  • Fluent in English
  • As it is a global function, English proficiency is a must to be able to interact and collaborate with our team based in different countries. Functional French is required.

Desired

  • On-site building management systems commissioning experience
  • On-site or remote advanced technical support experience
  • Cloud based applications, architectures and platforming experience
  • Knowledge of programming languages / scripting languages and tools such as C++, C, MySQL, Java, Python is a big advantage.
  • Knowledge of other Schneider Electric automation products
  • Understanding of programmable logic controllers (PLC)
  • Other languages, such as Spanish, French, Mandarin and Cantonese a great asset

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.

€25.7bn global revenue

137 000+ 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 Electricto 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.

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