Spanish Technical Support Engineer

he 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 Business Unit 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 Engineering team is necessary.

• Understand and explain the source of problem and evaluate its impact and the mitgation actions

• Manage Return Merchandise Authorization and reimbursement process and inquiries

• Complete documentation and follow up on all commitments and customer details using Customer Relationship Management Tool

• Collaborate with country Offer Marketing on new product launches;

• Participate in various Technical & Customer Service & Sales Training Courses as required

• Propose, create and publish Technical Articles, FAQs and Video FAQs from handled cases

• Communicate and share knowledge with other Level two engineers as well as Primary Support.

• Ocasionally provide technical trainings to primary technical support engineers and customers

• Proactively participate on process improvement and engagement projects

Qualifications

Education :

• Bachelor's degree in electrical engineering preferred or equivalent studies.

• Diploma in Electrical, Electronics and Instrumentation are acceptable.

• Diploma in Renewable or Solar Energy is an advantage.

Working E xperience:

§ Minimum three years-experience on technical support in a contact center environment is desirable and/or two years of experience in the field electrical or networking commissioning/service projects (on site services etc.).

Business Understanding :

§ Knowledge on electrical system and general electronics (hands on experience in electrical equipment repair and services advantage)

§ Strong Understanding of Schneider EcoStuxure architectures

§ Able to quickly adapt in a diverse, changing, and fast-paced environment with positive attitude

Others (e.g. language skills, technical skills):

§ Must be fluent in both English and required language (French, Spanish, Portuguese, German, Korean or Japanese). High level of comprehension, strong verbal and written communication skills are required

§ Must possess excellent skills in listening, expression and interrelationships

§ Must be keen to details, be technically smart, capable in working independently and utilize sound judgement.

§ Able to work with multicultural environment with regional responsibilities.

§ Intermediate networking and computer knowledge

§ Ability to develop and sustain customer rapport

§ Demonstrate accountability on individual learning-flexibility and can learn quickly

§ Excellent problem-solving abilities, aptitude to understand and explain technical information, interpersonal, communications and time management skills;

§ Coaching, facilitation, and presentation skills

Schedule: Full-time
Req: 00973X