Jobs in Egypt - Advanced Technical Support Engineer at Schneider Electric

Advanced Technical Support Engineer at Schneider Electric

Location: New Cairo

Job Description:

• Solve Cases requiring in-depth troubleshooting assistance and  Cases where Customer is requiring resolution for suspected bug(s).
• Access to resolution database and use of diagnostic tools communities .
• Understand and follow the customer complex solutions (Ecostuxure Architecture).
• Site Visit may be required. Using remote monitoring tools and advanced technics.
• Be able to propose and configure all functions according to the customer application
• Be able to perform tests to reproduce customer behavior on demo case
• Be available for inbound and outbound customer interaction received through all agreed channels (bFO case, e-mail, phone, Skype chat, web interface)
• Maintain your work environment, laboratory equipment and tools at the best level to be able to simulate, replicate and understand reported customer escalations. Answer fast and trusted.
• Work closely with all teams in the technical support circle: Primary and Expert support team, Internal Technical and Services Teams and BU during case life cycle time until it is not successfully resolved. Communicate effectively, collect all necessary information in case the escalation to Expert or R&D team is necessary. Escalate on time.
• Propose, create and publish Technical Articles,  FAQs and Video FAQs from handled cases (bFO).
• Be able to collect information needed in case of escalation to expert team
• Understand the source of problem and evaluate its impact and the mitgation actions
• Maintain the right  Expert knowledge according to the specialization needed:
  • Medium Voltage Distribution and Grid Automation
  • Electrical Distribution & Power System
  • Energy Automation

Job Requirements:

1. Education: Engineers in electricity, electrical engineering.
2. Experience: 5+ years experience in a relevant filed experience  (commissioning/Service/Engineering/Consultant) (on site services etc) is plus; Have Expert  knowledge according to the specialization if needed  (Medium Voltage Distribution and Grid Automation).
3. Skills:

• • Fluency required in English, French is Plus.
  • Able to work  with Multi culture environment with regional responsibilities
  • Strong verbal and written communication skills are required
  • Demonstrate a flair & understanding of customer support issues, flexibility and an ability to learn quickly;
  • Excellent problem solving abilities, atitude to understand and explain technical information, interpersonal, communications and time management skills;
  • Strong knowledge in MV switchgear (primary and secondary distribution), power/distribution transformers, protection relays, circuit breakers, contactors, current & voltage sensors, fuses, overhead distribution products.
  • Familarity with specific global SE ranges is a plus (e.g. Mcset, PIX, RM6, SM6, GHA, Easergy MiCOM, SEPAM, VAMP, Easergy studio)
  • Experience with the common interfacing and communication protocols, such as Modbus TCP/IP, Modbus RTU, IEC 61850.
  • Have advanced Digital Citizenship Knowledge of IT network, Window Operating environment, networking, Database, Skype, Office,…etc. cypersecurity knowledge is Plus.
  • Knowledge of International standards & local regulations.
  • Participated in Engineering, commissioning and troubleshooting activities
  • Power and/or electrical systems knowledge

To Apply:

https://schneiderele.taleo.net/careersection/2/jobdetail.ftl?job=005IWM&tz=GMT%2B02%3A00&tzname=Africa%2FCairo

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