Advanced Technical Support Engineer (Medium-Voltage and Digital Power) - ANZ locations

Job Description

Join our Technical Support team as an Advanced Technical Support Engineer Previous experience in Medium Voltage products and applications is essential Location in Sydney, Brisbane, Adelaide (AUS) or Auckland (NZ) plus benefits About Us Schneider Electric is a global specialist in energy management and automation. We are dedicated to supplying our customers with safe, reliable, and sustainable energy solutions. We invent technologies that will transform the places where we live, work and play. Our technologies ensure that Life Is On everywhere, for everyone at every moment. Our Mission is to be the trusted partner in Sustainability and Efficiency. About the opportunity: The Technical Support team is seeking an Advanced Technical Support Engineer (Medium-Voltage and Digital Power product range) to play a pivotal role in guiding customers and SE businesses in their post-sales journey. The position duties will include phone-based installation and set-up support, maintenance support, and remote troubleshooting assistance to improve customer satisfaction. The Advanced Technical Support Engineer is also the incident and escalation point of contact for managing the resolution of customers' critical issues. This includes liaising with multiple stakeholders (Technical leadership team, Service technicians, Product marketing, Level-3 support, Quality, R&D teams) to help expedite resolutions and implement continuous improvement. Reporting to the Advanced Technical Support Manager, this permanent position can be based in Sydney, Brisbane, Adelaide (AUS) or Auckland (NZ) . Key operational responsibilities: Understand customer issues and expectations, including assessment of additional relevant information that may be needed to perform comprehensive remote troubleshooting. Contribute and aim towards a reduced End-to-End resolution time for customer issues. Take ownership of technical skills enhancement, including practical hands-on expertise. Develop personal technical expertise on SE’s product range and contribute towards company knowledge resources (FAQs / Technical Articles / Troubleshooting videos). Showcase customer success stories highlighting the value-added service technical support provides (internally and externally). Contribute to lead / new opportunities identification during engagement (discussions) with the customer. Bolster the company's reputation by providing excellent technical service to our customers. About you: Our ideal candidate will exhibit an innovative and strategic approach, focused on defining and supporting new models of technical support to produce premium service offerings to our customers. They will be customer-obsessed, going above and beyond to deliver extraordinary results and experiences for customers. Required skills: Diploma/Degree in Electrical / Electronics / Power / Process Automation / Mechatronic Engineering, or Trade Qualification with relevant experience. Fundamental understanding and exposure to Medium-voltage range of products (VCB, Transformers, RMU), MV-protection and application types. Understanding of Electrical schematics, SLD. Understanding of Arc fault protection concepts and Protection Relays. Awareness and knowledge of relevant AS and IEC standards (For example: AS3000, AS62271, AS2067, AS2374, AS2375). Preferred skills: Onsite (hands-on) or field experience on Medium-voltage products. Experience in electrical engineering and installations, technical fault finding and troubleshooting. Knowledge of commonly used communication protocols (Example: TCP/IP, Modbus Ethernet, RS485), IEC 61850. Advanced computer skills and data analysis, including know-how of commonly used workplace tools (for example: AutoCAD, Microsoft Teams, SharePoint / OneDrive, Microsoft Office). Excellent problem-solving abilities, aptitude to understand and explain technical information, interpersonal, communications and time management skills. Complimentary (Ancillary) skills: Hands-on experience with using Protection relay software (Schneider Electric or any other make). Awareness and understanding of internal components that make up MV-switchgear. Experience with any customer-support management tools (for example: Salesforce bFO). Proven ability to collaborate with multiple stakeholder groups and strong commercial acumen. A growth mindset through well-developed digital skills and a technical aptitude. Well-developed interpersonal skills coupled with a customer-centric approach. All applicants must have working rights in Australia at the time of application and will be required to provide documented evidence if selected for an interview. Benefits of Working for Schneider Electric: The list is long but importantly we offer a competitive salary package, access to our employee share plan and salary continuance insurance. Additionally, we offer all our employees a chance to build their careers within our global organization. With our game-changing ‘Open Talent Market’, you have the opportunity to work on global projects, explore future roles, or establish a mentorship to grow your skills. The opportunities are at your fingertips. Flexibility at Work and Global Family Leave. Option to participate in our Share Program, with discounts and company contributions for employees. Potential opportunity to purchase further annual leave. Discounts at major vendors such as Clipsal, JB-HiFi and Hoyts just to name a few through our employee rewards schemes. Continuous training on Schneider products. Exposure to a market leader in sustainability and automation. Global support at your fingertips. Working in a well-balanced team and inclusive environment. You must submit an online application to be considered for any position with us. This position will be posted until filled. Schneider Electric is an Equal Opportunity Employer. #J-18808-Ljbffr