Senior Engineer I, Technical Customer Care

Job Summary

We are seeking a highly skilled Expert Technical Support Engineer (L3) - Microgrid Solutions to join Schneider Electric's Customer Satisfaction Quality organization. As the highest level of technical support, you will serve as a subject matter expert for Schneider Electric's Microgrid solutions. This role involves providing expert technical support for Microgrid systems and associated digital applications. You will collaborate closely with Global RD, Product Management, Quality, Engineering, and Regional Support teams to resolve complex customer issues and drive continuous product improvement.

Responsibilities

• Expert Technical Support: Provide Level 3 technical support for Microgrid solutions and associated software platforms. Analyze, diagnose, and resolve complex customer issues related to EcoStruxure Microgrid Advisor, Microgrid Operation and Control Systems. Manage and drive incident resolution through Schneider Electric's support platforms, ensuring customer satisfaction and timely closure.
• Technical Investigation: Root Cause identification. Perform detailed troubleshooting of system-level issues involving hardware, software, communications, controls, and power systems. Collaborate with RD and Product Engineering teams to investigate product defects and identify root causes.
• Customer Engagement: Act as the technical escalation point for critical customer issues globally. Maintain effective communication with customers and stakeholders throughout the issue resolution process. Participate in customer meetings and technical reviews when required.
• Knowledge Management: Develop and maintain technical knowledge articles, troubleshooting guides, FAQs, and best-practice documentation. Contribute to organizational knowledge-sharing initiatives and support continuous improvement efforts.
• Training Enablement: Deliver technical training and mentorship to regional support teams and Level 2 support engineers. Support capability development across global support organizations.
• Product Quality Continuous Improvement: Provide field feedback and customer insights to Product Management and RD teams. Contribute to product enhancements, quality improvement initiatives, and issue prevention programs. Support new product introductions and solution validation activities.

Required Qualifications

Education: Bachelor's or master's Degree in Electrical Engineering, Electronics Engineering, or Power Systems Engineering.

Experience: Minimum 8+ years of experience in one or more of the following domains: Microgrids, Power Systems, Energy Management Systems (EMS), Power Monitoring Systems, Industrial Automation or SCADA Systems.

Technical Expertise

• Mandatory Skills: Strong understanding of Microgrid architecture and operation.
• Strong understanding of electrical distribution systems and power quality.
• Experience with SCADA, EMS, and Power Monitoring solutions.
• Knowledge of industrial communication protocols: Modbus RTU/TCP, IEC 61850, DNP3, Ethernet-based industrial networks.
• Ability to analyse power system events, alarms, logs, and communication issues.

Preferred Skills

• Experience with Schneider Electric EcoStruxure solutions.
• Knowledge of SCADA Systems.
• Understanding of Grid Interconnection and Smart Grid technologies.
• Knowledge of IEC, IEEE, UL, and power system standards.

Behavioural Competencies

• Customer-centric mindset.
• Strong analytical and troubleshooting skills.
• Excellent verbal communication.
• Ability to work across global and multicultural teams.
• Self-motivated and proactive problem solver.
• Strong stakeholder management and collaboration skills.

Travel Requirement

Willingness to travel occasionally to customer sites for technical investigations, and critical issue resolution.

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