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BMS Advanced Technical Support Engineer

Schneider Electric

England-Telford, United Kingdom

We are currently recruiting for two people to join our Advanced Primary Technical Support team in newly created positions which could be based in Telford or Ashby-de-la-Zouch. We may also consider Warrington or Maidenhead as potential locations for the right candidate.

You will provide Advanced Technical Support on the Schneider Electric range of Building Management products, systems and services; actively promoting Schneider Electric products from all brands and providing technical and application support, as well as fault finding and commissioning assistance to all external and internal customer.

You will work with the sales team to develop new business, liaise with offer development, after sales, marketing and the customer care centre to resolve new or outstanding issues or to promote product improvements. Delivering and maintaining the highest possible level of customer service is essential through all customer interaction.

Your Responsibilities:
Product Support

• Assists to resolve higher level product support issues and provide assistance to other product support personnel.

• Perform laboratory simulations of reported field product problems.

• Enter details of all support activities into the Department Case Tracking System Software

• Assist to develop and administer advanced technical training for internal staff.

• Investigate reported software and hardware faults and document the findings

Knowledge Centred Support (KCS)

• Assist in the collection, compilation, and reporting of system problems or FAQ’s and Video FAQ’s and publish summaries.

• Act as a Subject Matter Expert (SME) for review of KCS articles prior to publication.

• Help maintain and contribute to our lessons learned in to the FAQ system.

Customer Satisfaction

• Demonstrate excellent telephone, e-mail and personal interaction skills.

• Provide effective and timely assistance to customer issues.

Health & Safety

• Follow Company and Industry standards,

• Ensure awareness of OH&S practices and be pro-active with them.

• Comply with all safety standards as per SCHNEIDER ELECTRIC Policy.


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