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About the Role

Seeking a dedicated individual to provide top-tier technical support for Schneider Electric's Low-voltage distribution products and solutions. This Advanced Technical Support Engineer role, based in Sydney, Australia, involves guiding customers and businesses through post-sales, including installation, setup, maintenance, and remote troubleshooting.

Responsibilities

• Understand customer issues and expectations, assessing information for comprehensive remote troubleshooting.
• Serve as incident and escalation point of contact for critical customer issues.
• Liaise with stakeholders (Technical leadership, Product marketing, Level-3 support, Quality, R&D teams) to expedite resolutions and implement continuous improvement.
• Contribute to reducing End-to-End resolution time for customer issues.
• Take ownership of technical skills enhancement, including practical hands-on expertise.
• Regularly review escalated cases from the Primary technical support team (Level-1) to identify gaps and improve Level-1 engineers' technical competency.
• Provide technical mentoring to the Level-1 team to enable them to handle more complex cases.
• Develop personal technical expertise on SE’s product range.
• Contribute to company knowledge resources (FAQ’s, Technical Articles, Troubleshooting videos).
• Showcase customer success stories highlighting value-added technical support services.
• Contribute to lead and new opportunities identification during customer engagement.
• Bolster company reputation by providing excellent technical service.

Requirements

• Innovative and strategic approach to defining and supporting new technical support models.
• Customer-obsessed mindset, delivering extraordinary results and experiences.
• Diploma or Degree in Electrical, Electronics, Power, Process Automation, or Mechatronic Engineering, or Trade Qualification with relevant experience.
• Product-specific training or necessary training qualifications.
• Onsite service experience on Low-voltage products preferred.
• Experience in electrical engineering and installations.
• Technical fault finding experience.
• Understanding of LV Circuit Breakers Cascading and Discrimination Principles.
• Understanding of electrical schematics (SLD).
• Understanding local Electrical Standards and Regulations (e.g., AS3000).

Skills

• Knowledge of commonly used communication protocols (TCP/IP, Modbus Ethernet, RS485).
• Excellent problem-solving abilities.
• Aptitude to understand and explain technical information.
• Interpersonal skills.
• Communication skills.
• Time management skills.
• Advanced computer skills.
• Data analysis.

Location

• Sydney, Australia

Experience Level

• Advanced
• Onsite service experience on Low-voltage products

Education Level

• Diploma in Electrical Engineering
• Degree in Electrical Engineering
• Diploma in Electronics Engineering
• Degree in Electronics Engineering
• Diploma in Power Engineering
• Degree in Power Engineering
• Diploma in Process Automation Engineering
• Degree in Process Automation Engineering
• Diploma in Mechatronic Engineering
• Degree in Mechatronic Engineering
• Trade Qualification with relevant experience
• Product-specific training
• Necessary training qualifications

About the Company

• Schneider Electric provides Low-voltage distribution products and solutions.
• Schneider Electric is shaping the future of automation and energy management.