Senior Engineer I, Technical Customer Care

Schneider Electric; Northern (KY); Hybrid; USD 102,000 - 152,000; Full time

Job summary

Schneider Electric is seeking a Senior Engineer I, Technical Customer Care in Foxboro, MA to act as the senior technical authority across DCS hardware, software, and networking. You will lead complex issue resolution, perform advanced root cause analysis, and mentor junior engineers while driving service improvements.

Responsibilities include supporting customers via multiple channels, guiding cross-functional teams, and shaping product readiness and service strategies for critical operations.

Qualifications

• 8+ years in process control, industrial automation, DCS, SCADA or related environments.
• Experience supporting complex customer environments and leading critical issue resolution.
• Proven mentoring of technical teams and influencing stakeholders.
• Experience working directly with customers in mission-critical industrial settings.

Responsibilities

• Serve as senior technical authority across Foxboro SDA and DCS hardware, software, networking, and apps.
• Lead investigations and root cause analysis for high-impact customer issues.
• Develop troubleshooting methods and drive corrective actions to reduce recurring problems.
• Provide expert technical support via phone, email, and remote collaboration.
• Act as primary escalation point for support engineers and partners.
• Identify defects and work with engineering to drive long-term fixes.
• Mentor junior engineers and promote knowledge sharing.

Skills

Foxboro DCS

Industrial automation

Root cause analysis

System integration

Programming scripting

Cybersecurity concepts

Networking

Technical leadership

Mentoring

Education

Bachelor’s degree in Engineering, Computer Science, Information Technology, or related technical discipline

Master’s degree preferred

Tools

Diagnostics tools

Job description

Senior Engineer I, Technical Customer Care

Foxboro MA

What will you do?

• 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

• 8+ 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.

Our Total Rewards is our way of saying: “We see you. We value you”. It’s more than just pay and benefits- it’s a meaningful investment in you. It is designed for you to perform, grow, feel safe, and elevate your potential to shine as an impact maker.

For this U.S. based position, the expected pay range is USD 101,600 - USD 152,400 per year. This pay range includes base pay and short-term incentives. The compensation range for this full-time position applies to candidates located within the United States. Our pay ranges are determined by reviewing roles of similar responsibility and level. Within the pay range, individual pay is determined by several factors including performance, knowledge, job-related skills, experience, and relevant education or training.

Schneider Electric is there when it matters most to you

Our Total Rewards package outlines all the benefits and support you’ll enjoy as part of the Schneider Electric team:

Care for Yourself and Your Family. We ensure you feel secure with benefits that help you and your family thrive: medical (with member reward points), dental, vision, and basic life insurance, Benefit Bucks, flexible work arrangements, paid family leaves, well-being programs, 12 holidays per year, and 15 days of paid time off per year.

Invest and Plan Your Future. We help you plan and invest for the future with competitive pay and programs including base salary, incentives, company share ownership, and 401(k) with match.

Grow Your Skills and Career. We support development through performance discussions, global opportunities, the Schneider Career Hub, and learning platforms like Coursera.

Team Up in the Workplace. We encourage collaboration, recognition, sharing your voice, and an inclusive workplace.

Support Your Community. We make a difference through volunteer leave, programs with the Schneider Electric Foundation, youth education initiatives, and military leave benefits.

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

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.

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.