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GCS SR Technical Account Manager

Schneider Electric

Cambridge, United Kingdom

About us

At Schneider Electric, we create connected technologies that reshape industries, transform cities and enrich lives.
The Global Customer Support (GCS) team is within the Schneider Electric Software Business group and supports the Customer FIRST program, which offers a rich portfolio of essential software maintenance, award-winning technical support and services to help customers protect and extend the value of their investment and keep their operations running smoothly.
Reporting to the Regional Manager, Global Customer Support (EMEA), Schneider Electric has a great opportunity for the right person to join our team as a SR Technical Account Manager that can be based in Central Europe, Germany, Italy or UK. Any of these locations it is a possibility.

Your mission:

The overall job of a TAM is to ensure that on a day-to-day basis, Schneider Electric Premium and Elite +TAM customers are receiving quality, world-class technical support. This position responds to inquiries from these customers via telephone or in written internet-based email or chat sessions and is responsible for driving to resolve customer concerns raised during installation, start-ups, commissioning, operation, maintenance or product application or compatibility matters.

This position will troubleshoot problems with software applications and recommends corrective action. You will be required to document customer information and recurring technical issues to support product quality programs and product development. Interpersonal skills and technical product knowledge and expertise are critical to responding to daily customer-centric activities. Employees at the senior levels also address highly complex technical issues that need to be escalated.

Your Principle Duties and Responsibilities:

As a TAM, you will be assigned to a defined set of large accounts and will be responsible for providing technical support and periodic reports for those customers. Support also involves setting up and reproducing customer issues along with documentation of issues and resolutions in CRM systems.
As a member of the GCS team, the successful candidate is responsible for covering a phone queue during the normal business hours. Support personnel covering this queue typically will carry a caseload in the mid-teens, although actual load may vary.
TAMs also actively participation in the annual events, such as Wonderware User Event. Responsibilities include presentations, product demo and event run/setup/teardown.
When required or requested, TAMs may go on customer site visits to solve the issues or to provide consultancy services in conjunction with the associated customer
Serve as a technical lead to less-experienced TAMs
In this position, you will be required to perform knowledge transfer activities such as writing TechNotes, knowledge objects, articles, delivering WebEx sessions, and similar.

About you:

You will have a degree in technical field such as Computer Science, Computer Engineering or Electrical/Electrical Engineering.

You should present a considerable track record of related work experience or demonstrable knowledge and implementation or troubleshooting experience with IntelaTrac product as a Schneider Electric employee, Systems Integrator or as a customer who has used the product.

Experience using handheld devices utilized by operators and engineers in Petro Chemical Industry

Willingness to learn other Wonderware products such as Workflow and having a background in computer or industrial automation hardware is also required, In-depth experience with key Microsoft products:

Operating Systems such as Windows Server, Windows 7, Windows Client and Windows CE
Microsoft SQL Server
Microsoft Office (Word, Excel, Power Point.)
Excellent written and oral English communication skills are necessary.

Preferred:

proficiency in German language in addition to English is a plus.
Field Experience implementing Wonderware related software (specifically IntelaTrac).
Notes: This position requires a small amount of international and domestic travel

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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