Italian Technical Support Engineer

Great People make Schneider Electric a great company. Do you dream of working in a company that is driven by a meaningful purpose and that continuously creates an inclusive environment where you are empowered to do your best and be innovative? The Role: Italian Technical Support Engineer We are actively recruiting and interviewing for future positions in Technical Team. Improve Customer Satisfaction by providing a high quality professional Advanced/Expert Technical Support to SE customers, particularly regarding remote technical troubleshooting/diagnostic on Motion base Machines & processes . Take ownership and ensure the customer is satisfied before closing the request. Handle escalations from Primary support & Internal Technical Teams about applications issues, product configuration issues, and product compatibility issues; manage fee-based advanced services; escalate to Expert support and R&D/Cont.Eng. Assist all our customers in reaching higher profit by making the best use of SE technologies. Deliver technical support and services at Advanced/expert level. Be a trusted advisor, providing prompt and trusted resolutions during the aftersales cycle time of applying Schneider Electric products and solutions to the customer’s project on Motion based solutions. What will you do?

• Solve cases requiring in-depth troubleshooting / remote diagnostic assistance and cases where the customer requires resolution for suspected bug(s).
• Access to resolution database and use of diagnostic tools.
• Understand and follow the customer complex solutions.
• Application and Environmental conditions evaluation.
• Site visit may be required, using remote monitoring tools and advanced techniques.
• Be able to propose and configure all functions according to the customer application.
• Be available for inbound and outbound customer interaction received through all agreed channels.
• Maintain the work environment, laboratory equipment, and tools at the best level to be able to simulate, replicate and understand reported customer escalations.
• Work closely with all teams in the technical support scope: Primary and Expert support team, Internal Technical and Services Teams, and BU during case life cycle time until it is successfully resolved from a customer point of view. Communicate effectively, collect all necessary information in case of escalation to Expert or R&D team is necessary. Escalate on time.
• Be able to perform tests to reproduce customer behavior on demo cases.
• Communicate and share knowledge with other L2 engineers as well as Primary Support.
• Be able to collect information needed in case of escalation to L3.
• Manage fee-based advanced services.
• Understand and explain type test certificates and special quality tests.
• Maintain the right Expert knowledge according to the specialization needed.

Minimum Qualifications:

• Education: Bachelor’s Degree in Electrical, Electronics, Automation, or Industrial Data Processing.
• Languages: Italian and English.
• Experience:
• 5+ years experience in Motion solutions, applications & machines .
• 3 years Technical Support experience in a call centre environment desirable and/or 2 years of experience in the field commissioning/Service projects (on-site services etc).

Skills:

• Fluency required in English and German.
• Excellent knowledge of major operating systems.
• Have advanced Digital Citizenship.
• Able to work in a multicultural environment with regional responsibilities.
• Strong verbal and written communication skills are required.
• Demonstrate a flair & understanding of customer support issues, flexibility, and an ability to learn quickly.
• Excellent problem-solving abilities, aptitude to understand and explain technical information, interpersonal, communication and time management skills.
• Ability to develop and maintain customer rapport.
• Good coaching and presentation skills desired.
• Strong experience in SE Products and Solutions.

What’s in it for me?

• Global family leave.
• Comprehensive medical coverage for employee and dependents.
• Worldwide Employee Stock Ownership.
• Flexible work arrangement.
• On-site gym.

…and more! 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. €28.9bn global revenue. 128,000+ employees in 100+ countries. 45% of revenue from IoT. 5% of revenue devoted to R&D. Video Link: Let us learn about you! Apply today. 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. #J-18808-Ljbffr