Technical Development Engineer

Schneider Electric; Cavite City; On-site; PHP 350,000 - 520,000; Full time

Job summary

Schneider Electric is seeking a Technical Development Engineer in the Philippines to drive learning strategies, develop training programs, and strengthen technician capabilities. The role focuses on building technical proficiency, maintaining training records, and facilitating knowledge sharing across support teams.

The candidate will design learning materials, implement competency matrices, and lead new-hire coaching while collaborating with Global Technical Center of Excellence to ensure

Responsibilities

• Technical Skills Development
• New Hire Basic process and product training and coaching: provide basic process and product training to newly hired Technical Support Engineers and Agents.
• Learning materials development: creation/improvement of training materials, exams and related learning resources.
• Capability building: develop and maintain Technical Competency and Skills Matrix.
• Documentation: record training sessions in LMS and produce training reports.
• Basic cross-skilling and upskilling: provide cross-skilling and upskilling for Schneider Electric employees.
• Advanced Technical Support Consultation
• Propose Technical Articles, FAQs, and Video FAQs from handled cases (bFO).
• Be able to propose and configure functions according to customer applications.
• Inbound and outbound customer interactions via bFO, email, phone, chat, web interfaces as part of AHOD.
• Work with Primary, Advanced, and Expert support teams and BU during case lifecycle until resolution.
• Laboratory Management: maintain lab environment and equipment for testing and validation.
• Lab safety: conduct equipment inspections, document findings, and elevate hazards.
• Operational Support: share knowledge with Support teams and collect escalation information to L3.

Job description

Overview:

The role involves driving the technical development and continuous capability enhancement of Technical Support Engineers and Agents to ensure the consistent delivery of high-quality customer support services. This position is responsible for developing learning strategies, training materials, and technical skills programs that strengthen employee competency, operational effectiveness, and service excellence.

The role plays a key part in improving the overall learning experience by identifying skills gaps, maintaining training resources and records, conducting training needs analysis, and implementing development initiatives aligned with business and Technical Center of Excellence objectives. Through technical consultation, operational support, and laboratory management, the position contributes to building a highly skilled workforce, improving customer satisfaction, and supporting overall business performance.

What will you do?

• Technical Skills Development

• New Hire Basic process and product training and coaching: The primary responsibility of a Technical Development Engineer is to provide basic process and product training to the newly hired Technical Support Engineers and Agents. This will help in mentoring and training newly hired technical support staff.

• Learning materials development: This includes creation and/or improvement of the training materials, exams and anything related to learning effectiveness. This will improve the learning experience and technical competencies of the employees.

• Capability building: A Technical Development Engineer (TDE) may be responsible for the development and maintaining the Technical Competency and Skills Matrix. This will be critical that will help in collaborating with respective teams in building the capabilities of the employees.

• Documentation: A Technical Development Engineer (TDE) may be responsible for recording the training sessions completed in the learning management system and would be able to provide reports related to training from the learning management system.

• Basic cross-skilling and upskilling training: Technical Development Engineer (TDE) may be responsible for providing the cross-skilling and upskilling for the Schneider Electric employees as part of their development, sustainable business continuity, and growth opportunities.

• Advanced Technical Support Consultation

• Propose Technical Articles, FAQs, and Video FAQs from handled cases (bFO).

• Be able to propose and configure all functions according to the customer application.

• Be available for inbound and outbound customer interaction received through all agreed channels (bFO case, e-mail, phone, chat, web interface. Etc... ) as part of the AHOD (All Hands On Deck) process.

• Work closely with all teams in the technical support scope: Primary, Advanced and Expert support team, Internal Technical and Services Teams, and BU during case life cycle time until it is successfully resolved from a customer point of view. Communicate effectively, and collect all necessary information in case of escalation to the Expert or R&D team if necessary. Escalate on time.

• Laboratory Management

• Maintain the work environment, laboratory equipment, and tools at the best level to be able to simulate, replicate and understand reported customer escalations.

• Be able to perform tests to reproduce customer behavior on demo cases using the available products in the laboratory

• Ensure lab safety by carrying out regular inspections of all equipment, including connection audits and heat-risk assessments. Document findings, correct issues when within scope, and elevate hazards to prevent recurrence of incidents.

• Operational Support

• Communicate and share knowledge with Primary and Advanced Support.

• Be able to collect information needed in case of escalation to Technical Experts (L3)

Duties and Responsibilities

• Technical Skills Development

• New Hire Basic process and product training and coaching: The primary responsibility of a Technical Development Engineer is to provide basic process and product training to the newly hired Technical Support Engineers and Agents. This will help in mentoring and training newly hired technical support staff.

• Learning materials development: This includes creation and/or improvement of the training materials, exams and anything related to learning effectiveness. This will improve the learning experience and technical competencies of the employees.

• Capability building: A Technical Development Engineer (TDE) may be responsible for the development and maintaining the Technical Competency and Skills Matrix. This will be critical that will help in collaborating with respective teams in building the capabilities of the employees.

• Documentation: A Technical Development Engineer (TDE) may be responsible for recording the training sessions completed in the learning management system and would be able to provide reports related to training from the learning management system.

• Basic cross-skilling and upskilling training: Technical Development Engineer (TDE) may be responsible for providing the cross-skilling and upskilling for the Schneider Electric employees as part of their development, sustainable business continuity, and growth opportunities.

• Advanced Technical Support Consultation

• Propose Technical Articles, FAQs, and Video FAQs from handled cases (bFO).

• Be able to propose and configure