Technical Support Engineer

Schneider Electric; Cavite City; On-site; PHP 279,000 - 446,400; Full time

Job summary

Schneider Electric seeks a proactive technical support professional to assist customers with Home and Distribution products, perform initial troubleshooting, and prepare service proposals. You will escalate complex issues to higher levels and log interactions in our CRM (bFO Salesforce).

The role requires coordination with field engineers for on-site visits, and a willingness to work in Rosario, Cavite on a rotating schedule.

Qualifications

• Bachelor's degree in Engineering (Electrical/Electronics) or equivalent experience.
• Experience in technical support is advantageous.
• Strong listening, expression and relationship skills.

Responsibilities

• Provide technical and service assistance to customers for Schneider’s Home and Distribution products.
• Assist in initial troubleshooting and support of Schneider Electric products.
• Prepare technical service proposals for clients.
• Escalate issues to Level 2/3 support when needed.
• Enter call records in the CRM system (bFO Salesforce).
• Coordinate with Field Service Engineer or Service Partner for on-site visits.
• Willing to work in Rosario, Cavite on rotating schedule.

Skills

Listening skills

Communication

Customer service

Technical aptitude

Education

Engineering (Electrical/Electronics)

Job description

This position will support customer inquiries related to product pre-sales and post-sales, service inquiries, and other requests within the defined Zone or Countries. The role will require close coordination with key internal stakeholders to ensure customer inquiries, requests, or complaints are managed professionally and on time.

Key Responsibilities

• To perform Technical and Service Assistance with all internal and external customers for all of Schneider’s Business Entities focused on Home and Distribution products. Support for other divisions including IT & Buildings, Industry, LV/MV, and all other applications at entry level.
• Initial troubleshooting and support of Products by Schneider Electric
• To do technical service proposals to existing and prospected clients.
• Escalating problems to Technical Support Level 2 or 3 when troubleshooting techniques and databases cannot provide an adequate solution.
• Product Testing / Evaluation of all Products with Quality Issues.
• Entering all incoming call records in the call tracking system such as bFO Salesforce.
• Issuing replacements and following up on the fulfillment of the swap program with a Service Partner.
• Working with Network Sales Engineer and Field Service Engineering if on-site troubleshooting is required.
• Dispatching a Field Service Engineer or its Service Partner for unscheduled on-site services.
• Providing consultation to a Schneider customer who needs to upgrade the functionality and availability of their networks using other Schneider accessories, software, and services.
• Assisting in the upkeep of the local technical support lab and providing enhancements when required.
• Assisting in the troubleshooting of customer problems by replicating problems in the lab environment.
• Encourage our customers to use Live Agent Chat/support tools as much as possible and guide the customer to use a self‑service knowledge base.
• Willing to work in Rosario, Cavite on a rotating schedule

Qualifications

• Candidate must possess a bachelor's degree preferably in Engineering (Electrical, Electronics) or equivalent experience.
• Experience in technical support role advantage
• Must possess excellent skills in listening, expression, and interrelationships
• Must be keen on details and be technically smart.
• Must be capable of working independently and utilizing sound judgment.
• Ability to adjust quickly to reforming situations and express determination to achieve incessant improvement and excellent customer service
• Demonstrate ability to understand and explain technical information.
• Ability to solve customer problems via telephone, chat, web and email.

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.

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.