Technical Expert L3 - Customer Care

Schneider Electric; Richmond; On-site; CAD 75,000 - 113,000; Full time

Benefits offered by this job

Health insurance

Paid holidays

Employee stock ownership plan

Retirement plan with pension match

Job summary

Schneider Electric seeks a Level 3 Service Expert to provide advanced technical guidance on solar, EV charging, home automation and energy management systems. You will support field teams, investigate complex failures, and collaborate across global peers to drive product improvements.

You will mentor Level 1–2 technicians, deliver training, and translate field insights into actionable next steps, all while maintaining strong customer focus and ownership of cases from start to resolution.

Qualifications

• Bachelor’s degree in electrical engineering or related technical field or equivalent practical experience.
• Hands-on experience with electrical systems or products involving EV charging, solar, batteries, power electronics, energy management or related tech.
• Experience supporting customers, technicians or internal service teams in a technical environment.
• Strong analytical and troubleshooting skills, ability to identify missing information and root causes.
• Solid understanding of how hardware, software, and connected systems interact.

Responsibilities

• Provide guidance on complex matters involving solar, EV charging, home automation, and energy management systems.
• Help Level 1/2 technicians, service providers and installers troubleshoot problems and determine solutions.
• Collaborate with global Level 3 Service Expert group, Quality, and Sustaining Engineering to investigate product failures.
• Travel to the field when needed for in-depth investigations and use service tools remotely.
• Develop and deliver technical and installation training for internal and regional teams.
• Share field insights with product, service, and development teams to improve offers.

Skills

Electrical engineering degree

Troubleshooting

Technical communication

Analytical thinking

Cross-functional collaboration

Field engineering experience

Learning agility

Independent work

Education

Electrical engineering degree

Job description

Join our Technical Customer Care team as a trusted technical advisor, helping turn complex customer challenges into practical solutions. When an issue goes beyond the scope of Level 1 or Level 2 support, you will bring the technical expertise needed to help teams understand the problem, identify its root cause, and determine the appropriate path forward.

As a Level 3 Service Expert, you will investigate issues involving solar, electric vehicle charging, home automation, and energy management systems. You will collaborate with technicians, service providers, installers, Quality, and Sustaining Engineering, providing guidance remotely and, when needed, in the field.

Your impact will extend beyond resolving individual cases. By sharing your knowledge, developing technical training, and bringing insights from the field back to our product and engineering teams, you will help strengthen our service capabilities, improve our products, and enable teams across countries to support their customers more effectively.

What you’ll be doing

• Provide guidance on complex matters involving solar, electric vehicle charging, home automation, and energy management systems.
• Help Level 1 and Level 2 technicians, service providers, and installers troubleshoot problems, identify root causes, and determine appropriate solutions.
• Collaborate with the global Level 3 Service Expert group, Quality, and Level 4 Sustaining Engineering to investigate product failures and establish next steps.
• Use available service tools to assist colleagues remotely and, when needed, travel to the field for more in-depth investigations.
• Develop and deliver technical and installation training to build the knowledge and capabilities of internal colleagues and regional partners.
• Share field insights and recurring concerns with product, service, and development functions to improve existing offers and inform future ones.
• Contribute to service plans, operating processes, and continuous improvement initiatives, while ensuring timely follow-up until assigned cases are resolved.

What you bring

• A degree in electrical engineering, electrical engineering technology, or a related technical field, or equivalent practical experience.
• Hands‑on experience with electrical systems or products involving EV charging, solar energy, batteries, power electronics, energy management, or a closely related technology.
• Experience supporting customers, technicians, or internal service teams in a technical environment.
• Strong analytical and troubleshooting skills, with the ability to investigate beyond standard procedures, identify missing information, and isolate potential causes.
• A solid understanding of how hardware, software, and connected systems interact.
• The ability to turn complex or incomplete information into a clear technical assessment and actionable next steps.
• Strong communication and interpersonal skills, with the ability to explain technical information clearly to support teams, installers, customers, and engineers.
• The ability to build trusted relationships and collaborate effectively across service, quality, product, and engineering teams.
• A customer‑focused and solutions‑oriented approach, including the ability to navigate sensitive situations and communicate technical realities clearly.
• Curiosity and learning agility, with the ability to quickly develop knowledge across multiple products and technologies.
• The ability to work independently, manage competing priorities, and maintain ownership of technical cases through resolution.

We recognize that skills and competencies can be developed through a variety of experiences, both professional and personal. Even if you don’t meet every single requirement listed, we still encourage you to apply. Your unique background and perspective could be exactly what we’re looking for.

This job posting represents an active opportunity within our team. All applications are reviewed directly by our recruitment professionals, and no AI is used in the screening or selection process.

At Schneider, we believe that every employee is a talent who deserves equal opportunities. This means you matter. Every individual needs to feel valued, supported, and treated fairly to do their best work.

Our Total Rewards is our way of saying: “We see you. We value you”. It’s more than just pay and benefits‑ it’s a meaningful investment in you. It is designed for you to perform, grow, feel safe, and elevate your potential to shine as an impact maker.

The expected pay range is CAD 75,200 – CAD 112,800 per year. This pay range includes base pay and short‑term incentives. For Ontario applicants, this posting complies with provincial law which does not require disclosure of the pay range. Inquiries regarding the pay range can be directed to the recruiting / hiring manager.

Schneider Electric is there when it matters most to you

Our Total Rewards package outlines all the benefits and support you’ll enjoy as part of the Schneider Electric team*:

• Care for yourself and your family.
• We ensure you feel secure with benefits that help you and your family thrive: insurance coverage for health, inclusive of medical, dental, vision, basic life, accident, and disability insurance; Wellness Wallet (reimbursement for medical / wellbeing expenses); telemedicine program; 13 paid holidays annually; up to 19 days paid time off in first year; paid family leaves; parental and care leave; Recharge Break (savings plan for a future paid leave of absence); employee assistant program with mental, family, and legal counselling and flexible work arrangements.
• Invest and plan your future. We help you plan and invest for the future with competitive pay and programs: base salary; incentive plans; employee share ownership plan; retirement plan with employer pension match.
• Grow your skills and career. We commit to helping you grow with ongoing performance and development conversations, Senior Talent Program, global career opportunities, access to our Schneider Career Hub for new positions, projects, and mentors, and learning platforms like Coursera to equip you with the skills for today and tomorrow.
• Team up in the workplace. We encourage teaming up through project opportunities on the Schneider Career Hub, smart ways to collaborate, celebrating contributions via a recognition program (including service anniversary), sharing your voice in our engagement survey, and fostering an inclusive, caring workplace.
• Support your community. We make a difference in your community with volunteer leave, programs through the Schneider Electric Foundation, and initiatives that support youth education.

*Participation and coverage levels for specific benefit programs are determined based on employment status (e.g., full‑time, part‑time, temporary, or fixed‑term) and are subject to applicable plan terms, conditions, and eligibility waiting periods.

Looking to make an IMPACT with your career?

When you are thinking about joining a new team, culture matters. At Schneider Electric, our values and behaviors are the foundation for creating a great culture to support business success. We believe that our IMPACT values – Inclusion, Mastery, Purpose, Action, Curiosity, Teamwork – start with us.

IMPACT is also your invitation to join Schneider Electric where you can contribute to turning sustainability ambition into actions, no matter what role you play. It is a call to connect your career with the ambition of achieving a more resilient, efficient, and sustainable world.

We are looking for IMPACT Makers; exceptional people who turn sustainability ambitions into actions at the intersection of automation, electrification, and digitization. We celebrate IMPACT Makers and believe everyone has the potential to be one.

€40 billion global revenue
+9% organic growth
150 000+ employees in 100+ countries

Trust and Equality

At Schneider Electric, we uphold the highest standards of ethics and compliance, and we believe that trust is a foundational value. Our Trust Charter is our Code of Conduct and demonstrates our commitment to ethics, safety, sustainability, quality and cybersecurity, underpinning every aspect of our business and our willingness to behave and respond respectfully and in good faith to all our stakeholders. You can find out more about our Trust Charter here.

Schneider Electric is an Equal Opportunity Employer. It is our policy to provide equal employment and advancement opportunities in the areas of recruiting, hiring, training, transferring, and promoting all qualified individuals regardless of race, religion, color, gender, disability, national origin, ancestry, age, military status, sexual orientation, marital status, or any other legally protected characteristic or conduct.