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Strategic Account Support Engineer

Schneider Electric

Warrington, United Kingdom

To deliver a specialist service to an allocated customer base in line with the corporate visions and values. Support, service, repair or replacement of Company products and associated instruments of other manufacturers.

Your responsibilities:

The Primary role as a Remote Support Engineer is to provide remote support and technical assistance for customer contracts on a variety of BMS systems and other Schneider Electric products. This entails mainly working on sophisticated heating, ventilating and air conditioning control, via Building Management Systems, remotely diagnosing problems and communicating solutions effectively and providing our clients with the highest level of customer satisfaction at all times. Day to day activities can include high level technical support and pro-active services of HVAC and related syste,s integrated to a BMS system across all Schneider Electric software platforms

The objectives of this role include:

Be the single point of contact for technical support for allocated strategic accounts.
Supporting our large National and International strategic accounts via remote technical support.
Working on sophisticated Building Management Systems, door access systems, heating, ventilating and air conditioning control, security systems such as Pelco Endura and Integral Digital Sentry systems.
Maintaining accurate records and ensuring highest standards of customer satisfaction.
Remotely diagnosing problems and communicating solutions effectively.
Reactively responding to calls from sites providing 1st line support and 2nd line support to our customers.
Providing adhoc support via email or telephone for either non-contract. customers or customers who are not on Product Support's partners list.
Proactive scheduled works and reporting.
Other responsibilities include:
Training and tutoring of colleagues.
Maintaining and troubleshooting local IT systems, networks and infrastructure.
Speaking to customers, or representatives of customers, to discuss and carry out configuration of remote connections.
Attending customer meeting when required.

About you:

This role is a shift based position focusing on USA time based coverage of afternoons (primarily Monday to Friday 2pm - 10pm)

You will have knowledge of the following areas:
An understanding of Schneider Electric's products & applications.
An understanding of HVAC and Building Services Applications
Equipment operation and maintenance: Ability to apply engineering principles to test, to maintain, to modify or to install utilising best practices.
A continuous training and development culture ensures your skills are up to date on the systems that we provide support for. Having this mind set and utilizing time effectively to learn all aspects of the software/hardware is essential.

Diversity is our heritage and our future. Be a part of it.

At Schneider Electric, Diversity & Inclusion is at the heart of our organisation, it's an integral part of our history, culture and identity. We recognise that embracing diversity unlocks innovation and creativity and fosters collaboration. We want our employees to reflect the diversity of our communities and the customers we serve. As a result, our teams are stronger to drive the company's future.


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