Schneider Electric Junior Customer Support Engineer HMI / SCADA - IND SW LOB4 in Apodaca, Mexico
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Responds to customer product inquiries via telephone, web or email. Resolves customer concerns raised during installation, operation, maintenance or product application or compatibility matters. Troubleshoots problems with malfunctioning software and/or hardware and recommends corrective action. Documents customer information and technical issues for tracking and 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. Adherence to a schedule or rotation of telephone/on-line inquiry support.
The Junior Customer Support Engineer position encompasses support of Wonderware products. May also support other product lines such as Citect/Ampla. As such, the Customer Support Engineer is responsible for resolving issues related to product and product configurations. This role requires excellent communication (both written and verbal), organization, and troubleshooting skills. In addition to possessing some technical proficiency in the types of technologies cited below, the Customer Support Engineer must have the ability to interact directly with customers in a professional manner. An understanding of manufacturing processes or having domain experience in the Food & Beverage, Consumer Packaged Goods (CPG), Metals, or Discrete industries is a plus. As a member of the Global Customer Support organization, the Customer Support Engineer will expand their knowledge via working with other Customer Support Engineers across North and South America.
Communication Skills Required
Excellent communication skills, written and verbal (English fluency as a first or second language)
Collaboration mindset and ability to work in a virtual team environment towards a common goal
Technical Knowledge / Skills Required
Microsoft Windows Operating Systems
A sound understanding of HMI / SCADA solution architectures and industrial automation
Technical Knowledge / Skills Preferred but not required
Experience with any of Wonderware InTouch, Application Server, Historian and/or System Platform or competitor products
Any industrial automation integration experience
Microsoft SQL Server database development tools and languages (SQL, PL/SQL, T-SQL)
Microsoft SQL Server database administration
Microsoft Visual Studio, including VB.Net and/or C#
Domain experience in the implementation and use of process control utilized in the Food & Beverage, Consumer Packaged Goods (CPG), Metals, or Discrete industry manufacturing space
Work Experience and Education
- BS degree in a respective Computer Science or Engineering field (extensive work experience may supplement degree)
Principle Duties & Responsibilities
Document activities and findings in a case tracking tool
Technical troubleshooting, analysis, and diagnosis of product issues
Ensure case updates and resolution timeframes are in line with service level agreement
Delivery of product issue work around or fix
Replication of customer issues
Development of technical documentations (Tech Notes, Tech Alerts, FAQs, etc)
On occasion the position will require travel for training, delivery of onsite services, or to present at customer events.
As part of our team, you'll build a strong career with a collaborative, knowledgeable team of people. We'll challenge you to think differently to achieve your goals. You'll have easy access to senior management, leading thinkers, and colleagues around the world. In addition to competitive salaries and inclusive benefits, we offer global career opportunities and travel to new places to inspire fresh, new thinking. We believe in rewarding and recognizing risk-taking and creativity. We also promote a healthy work-life balance as essential for your personal growth.
Schneider-Electric is an Equal Opportunity and Affirmative Action Employer.
Care. Connect. Challenge. Commit.
Our values define our company. Who we are, our customer approach, how we do business, what it’s like to work here, and the kind of people we want to attract and retain. We care for our planet, our customers, our company, our team, and ourselves. We connect to customers and colleagues; we are open and respectful. We challenge others and embrace challenges ourselves. We commit to change by leading the change.
At Schneider Electric, because we value our employees, we offer a competitive benefits package, training and development opportunities and much more. Join Schneider Electric and together, let’s make the most of your energy.
Primary Location: MX-Nuevo León-Apodaca
Unposting Date: Ongoing
Req ID: 003TR5