3-Phase UPS L2 Tech Support Specialist

Schneider Electric North America; Pleasanton (CA); Presencial; USD 86.000 - 130.000; Jornada completa

Descripción de la vacante

Schneider Electric North America in Pleasanton, CA seeks a technical support specialist to resolve complex field issues, coach junior TSEs, and coordinate with Field Service engineers. You will analyze site problems, collect data, and implement solutions across 3Phase UPS systems and related products.

The role requires hands-on troubleshooting, strong communication, and the ability to manage multiple tasks while delivering quality customer care during a 11:30am–8:00pm EST shift. U.S.

Formación

• Electrical engineering degree or equivalent
• Experience in system troubleshooting, diagnosis, and problem-solving for: 3PH Power UPS Systems; APC, MGE, Schneider Electric products
• FSR for 5-7 years or L1 with 10 years’ experience and FSR training on required products

Responsabilidades

• Respond to Field Service queue calls, emails, and chats that come into the customer care center
• Support FSRs in analyzing site technical issues as part of the escalation process
• Lead resolution for the most critical/complex issues related to 3Phase UPS systems or components
• Research, identify, develop, and recommend corrective measures to address technical issues
• Resolve advanced technical problems from External Customers, Sales, and Engineering
• Identify and qualify product failures and assist L3 in resolving them
• Case tracking with entries in our CRM system
• Research and documentation of technical problems and solutions
• Ensure correct application of Schneider Quality processes
• Coach junior TSEs and perform site visits with Field Service Representatives
• Provide after-hours support via on-call rotation (Mon-Fri 8pm-8am; Fri 8pm-Sun 11:59pm)
• Support Strategic Accounts
• Other duties as assigned by Technical Support Manager

Conocimientos

Electrical Eng Degree

3PH UPS Systems

APC Products

MGE Products

Schneider Products

Troubleshooting Schematics

AC/DC Power Theory

Communication Skills

FSR/L1 Experience

Educación

Electrical engineering degree or equivalent

Descripción del empleo

Schneider Electric North America in Pleasanton, CA seeks a technical support specialist to resolve complex field issues, coach junior TSEs, and coordinate with Field Service engineers. You will analyze site problems, collect data, and implement solutions across 3Phase UPS systems and related products.

The role requires hands-on troubleshooting, strong communication, and the ability to manage multiple tasks while delivering quality customer care during a 11:30am–8:00pm EST shift. U.S.