Schneider Electric Junior Technical Support Engineer – Historian & Device Integration 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 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. Employees at the senior levels also address highly complex technical issues that need to be escalated. Adherence to a schedule or rotation of telephone/on-line inquiry support.

Detailed Description:

The Junior Customer Support Engineer position encompasses support of Wonderware products and potentially Citect Ampla products. 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 a level of technical proficiency in the 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 regional level 2 Customer Support Engineers.

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
  • An understanding of data collection and storage, communications and industrial automation.

Technical Knowledge / Skills Preferred but not Required:

  • Current versions of Wonderware MES products and System Platform or Citect Ampla or competitor equivalents of these products
  • 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#
  • Multiple years of experience as a Techical Support Engineer or related field practicing in support, design, development, and/or integration of process control and IT solutions for manufacturing.
  • 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 to receive training, potentially the delivery of onsite services, or potentially 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

Schedule: Full-time

Unposting Date: Ongoing

Req ID: 003TUS