Engineer II / Senior Technician II, Technical Customer Care

Schneider Electric; Foxborough (MA); On-site; USD 120,000 - 160,000; Full time

Job summary

Schneider Electric is seeking a Senior Engineer I, Technical Customer Care in Foxboro, MA. The role combines technical leadership with direct customer interaction to resolve complex process control issues across Foxboro DCS hardware, software, networking, and applications.

You will lead root cause analyses, mentor junior engineers, and contribute to service readiness, documentation, and best practices across global teams. Travel may be required for critical projects and major incidents.

Qualifications

• 6+ years of hands-on experience in process control, industrial automation, DCS, SCADA, or related control system environments.
• Experience supporting complex customer environments and leading resolution of critical technical issues.
• Mentoring technical teams and influencing cross-functional stakeholders.
• Experience working directly with customers in mission-critical industrial environments.

Responsibilities

• Acts as a senior technical authority for customers, partners, and internal stakeholders across Foxboro SDA and DCS hardware, software, networking, and application platforms.
• Leads investigation and resolution of complex, high-impact customer issues using diagnostics, data, logs, and product behavior.
• Develops troubleshooting methodologies and corrective actions to reduce recurring issues and improve satisfaction.
• Provides expert technical support via phone, email, web, and remote collaboration tools; handles critical escalations.

Skills

Foxboro DCS

Industrial automation

Root cause analysis

Programming

System integration

Networking

Cybersecurity concepts

Technical documents

Training delivery

Project leadership

Mentoring

Customer collaboration

Communication skills

Education

Bachelor's degree in Engineering/CS/IT

Master's degree preferred

Job description

Senior Engineer I, Technical Customer Care

Foxboro MA

What will you do?

Technical Support, Leadership & Problem Resolution

• Serves as a senior technical authority for customers, partners, and internal stakeholders across Foxboro SDA and DCS hardware, software, networking, and application platforms.
• Leads the investigation and resolution of complex, high-impact customer issues, performing advanced root cause analysis using system diagnostics, customer data, logs, and product behavior.
• Develops innovative troubleshooting methodologies and drives corrective and preventive actions to reduce recurring issues and improve customer satisfaction.
• Provides expert-level technical support through phone, email, web, and remote collaboration tools, ensuring timely resolution of critical customer escalations.
• Acts as the primary technical escalation point for support engineers, System Integrators, Field Service personnel and other Schneider Electric teams.
• Identifies product defects, systemic issues, and improvement opportunities, collaborating with engineering and product management teams to drive long-term solutions.
• Mentors and coaches junior support engineers, promoting technical excellence and knowledge sharing across the organization.

Communication, Collaboration & Customer Advocacy

• Builds and maintains strong relationships with customers, partners, and internal stakeholders, serving as a trusted technical advisor for complex operational and business challenges.
• Leads cross-functional collaboration efforts to align technical solutions, customer expectations, and business objectives.
• Drives effective communication during critical incidents, providing clear status updates, technical recommendations, and executive-level summaries when required.
• Develops and promotes best practices, support processes, and knowledge management initiatives to improve organizational effectiveness.
• Influences decision‑making across departments through technical expertise, analytical insights, and customer‑focused recommendations.

Product Development, Innovation & Service Readiness

• Represents Global Customer Support in new product development initiatives, ensuring serviceability, support readiness, and customer requirements are incorporated into product design.
• Provides technical leadership during product planning, design reviews, testing, and release readiness activities.
• Partners with development teams to define service requirements, validate technical documentation, and improve product reliability, maintainability, and supportability.
• Identifies trends from customer‑reported issues and translates findings into actionable recommendations for product enhancements.
• Designs, develops, and delivers advanced technical training programs for support engineers, field service personnel, system integrators, and customers.
• Contributes to technical standards, support strategies, and continuous improvement initiatives across the organization.

Field Support & Customer Engagement

• Provides onsite and remote support for critical customer situations, including system audits, performance assessments, software upgrades, migrations, and complex troubleshooting activities.
• Leads customer engagement efforts during major incidents, ensuring effective coordination among support, engineering, and project teams.
• May travel as required to support strategic customer accounts, critical escalations, and specialized technical projects.

Process Excellence & Operational Effectiveness

• Drives adoption and continuous improvement of support processes, diagnostic tools, knowledge bases, and escalation procedures.
• Ensures compliance with established quality, safety, cybersecurity, and operational standards.
• Analyzes support metrics and customer trends to identify opportunities for process optimization and service improvement.
• Establishes and maintains technical documentation, troubleshooting guides, and reusable solution repositories.
• Participates in strategic initiatives aimed at improving customer experience, reducing resolution times, and enhancing support efficiency.

What Qualifications Will Make You Successful?

Education

Bachelor's degree in Engineering, Computer Science, Information Technology, or a related technical discipline. A Master's degree is preferred.

Experience

• 6+ years of hands-on experience in process control, industrial automation, DCS, SCADA, or related control system environments.
• Demonstrated experience supporting complex customer environments and leading resolution of critical technical issues.
• Proven track record of mentoring technical teams and influencing cross‑functional stakeholders.
• Experience working directly with customers in mission‑critical industrial environments.

What are the key skills we are looking for?

• Expert knowledge of Foxboro DCS, industrial automation systems, and associated architectures.
• Advanced troubleshooting and root cause analysis skills across hardware, software, communications, and application layers.
• Strong proficiency in programming, scripting, and system integration technologies.
• Deep understanding of operating systems, networking, databases, APIs, virtualization, and cybersecurity concepts.
• Experience with industrial communication protocols such as Modbus, OPC, Ethernet/IP, Profinet, APL or similar technologies.
• Ability to analyze complex system interactions and develop scalable, long‑term solutions.
• Strong technical documentation, presentation, and training delivery skills.
• Demonstrated ability to lead technical projects and drive continuous improvement initiatives.
• After hour call support - as needed

Preferred Competencies

• Technical leadership and mentoring.
• Customer‑focused problem solving.
• Strategic thinking and decision‑making.
• Project and stakeholder management.
• Continuous improvement mindset.
• Excellent written and verbal communication skills.
• Ability to work effectively in a global, multicultural environment.

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.

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