Advanced Technical Support Engineer

Schneider Electric; Apodaca; Presencial; MXN 520.000 - 760.000; Jornada completa

Descripción de la vacante

Schneider Electric's Customer Care Center is seeking an Advanced Technical Support professional to deliver high-level technical assistance and effective solutions for Schneider Electric products. The role focuses on real-world application of our products and supporting sales channels in a fast-paced environment.

You will work in a 24/7 coverage model, handle complex inquiries, document cases in CRM, and contribute to knowledge management to improve customer satisfaction and service quality.

Formación

• Electrical Engineering Technology Degree or related discipline required.
• Three years of experience in Field Service, Technical Support and/or Customer Relationship environment.
• Speak, read, and write English fluently; Spanish and/or French is a plus.
• Working hours may fluctuate due to 24/7 coverage.

Responsabilidades

• Provides advanced assistance to customers and our sales channel on various Industrial products & services.
• Resolves, closes, or escalates technical product questions not answered by customer care agents.
• Provides technical support for residential products and solutions including hardware, communications and applications.
• Delivers technical support to sales engineers to assist in developing new business opportunities.
• Manages relationship with customer to enhance customer experience.

Conocimientos

English fluency

Customer service

Problem solving

Educación

Electrical Engineering Technology Degree or related discipline

Descripción del empleo

Schneider Electric's Customer Care is seeking to fill a position in the Customer Care Center, specifically Advanced Technical support. The position will mainly focus on providing advanced level support and solutions for Schneider's products. The successful candidate should have a strong understanding of how these products are applied in real world applications.

Some duties that would be required (not limited to):

• Provides advanced assistance to customers and our sales channel on various Industrial products & services.
• Resolves, closes, or escalates technical product questions not answered by customer care agents.
• Provide technical support for residential products and solutions including hardware, communications and applications. In addition, you will also provide support to Schneider Electric’s electrical distribution equipment including circuit breakers (miniature and molded-case), load centers safety switches and EZ metering as needed.
• Delivers technical support to sales engineers to assist in developing new business opportunities.
• Develops solutions to technical problems utilizing Schneider's vast product portfolio.
• Manages relationship with customer to enhance customer experience.
• Reviews knowledge documentation including white papers, troubleshooting guides and knowledge articles.
• Participates in Customer Care continuous improvement process for Complaint & Knowledge Management.
• Advocates on the customer's behalf, seeks a suitable solution or work around that meets the needs of the customer.
• Interfaces with internal functions such as Quality, Engineering, and Product Management on behalf of the customer.
• Works with Engineering, Designers, and Technicians to effectively develop recommendations to resolve problems.
• Responsible for accurate and complete case documentation utilizing Customer Relationship Management software (CRM).
• Aids the team with after-hours emergency support (on-call rotation)

Qualifications and Requirements

• Electrical Engineering Technology Degree or related discipline. Three years of applicable experience in Field Service, Technical Support and/or Customer Relationship environment required.
• Speak, read, and write English fluently. Spanish and/or French is a plus.
• A passion for supporting customers in a technical environment.
• Working hours may fluctuate some as part of the 24/7 coverage model.
• Must possess excellent verbal and written communication skills. Must be detail oriented, self-starter and able to work independently.
• Has ability to define problem, collect data, establish facts, and draw valid conclusions for both electrical and customer issues.

What's in it for me?

• Expand your technical expertise while working with innovative products and solutions
• Collaborative team environment that encourages knowledge sharing and growth
• Professional development opportunities to advance your career
• Direct impact on customer satisfaction and business success

Bring your technical talent to a team that values your expertise.

Rewards designed for you

Our Total Rewards is our way of saying: We see you and we value you. It’s more than just pay and benefits—it’s a meaningful investment in you. It is designed to help you perform, grow, feel safe, and elevate your potential. The package helps you care for yourself and your family, plan your future, grow your skills and career, collaborate in an inclusive workplace, and contribute to your community. At Schneider Electric, we’re here for what matters most to you. Discover more at our Career Page.

* Country-specific programs and initiatives may be available.

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 – starts 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.

Become an IMPACT Maker with Schneider Electric –

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

You must submit an online application to be considered for any position with us. This position will be posted until filled.

Schneider Electric aspires to be the most inclusive and caring company in the world, by providing equitable opportunities to everyone, everywhere, and ensuring all employees feel uniquely valued and safe to contribute their best. We mirror the diversity of the communities in which we operate, and ‘inclusion’ is one of our core values. We believe our differences make us stronger as a company and as individuals and we are committed to championing inclusivity in everything we do.

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.