Deputy Manager - Global Customer Support
Schneider Electric · Posted Oct 2
Energy management, automation, software, and sustainability solutions
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About the role
The Global TAC SE EECI Team in Chennai provides advanced technical support to automation customers worldwide in the field of process automation, serving as an expansion of Schneider's TAC USA. TAC's scope covers both hardware and software system analysis for Foxboro DCS and Triconex systems, including upcoming versions. This role involves providing technical support to process automation customers to solve hardware, software and application problems, reproducing site issues in TAC labs, and escalating system bugs to Development.
What you will do
- Providing technical support to SE process automation customers to solve both hardware, software and application problems.
- Analyzes reported issues based on system diagnostics, issue symptoms, and customer data.
- Provide timely solutions to the customer by independently understanding the site issues and reproducing them.
- In the event of a system bug, utilizes appropriate tools and procedures to communicate with the customer and escalate the issue to Development.
- Should possess knowledge of operations and protocols involving DCS, PLC and Safety systems.
- Responds to customer issues via telephone, email, and the web.
- Supports SE teams, SE Field Service, Project Operations, or other SE personnel with technical assistance.
- Follows SE policies regarding escalation procedures in critical or unique situations.
- Establishes effective working relationships with customers, co-workers, and cross-departmental personnel by using good communication skills.
- Developing effective working relationships and clear communications with customers from a wide variety of cultural and professional backgrounds is essential.
- Management of TAC labs, including the documentation and management of LAB assets.
- Support other TAC analysts with the configuration of a system that can reproduce typical site issues in the lab.
Skills used in this role
What the employer is looking for
- 1-2 years automation experience
Benefits and support
- Compensation and benefits are detailed in the job posting
About Schneider Electric
Schneider Electric is a global leader in digital automation and energy management, driving efficiency and sustainability for homes, buildings, data centers, infrastructure, and industries. Combining world-leading energy technologies, real-time automation, software, and services, the company helps customers turn operational ideas into a more resilient and sustainable future.
- Industry
- Energy Management
- Company size
- 10001+ employees
- Founded
- 1836
- Location
- Rueil-Malmaison, France
- Funding stage
- Public Company
Leadership
Chief Executive Officer
Nathan Fast
Chief Financial Officer
Charise Le
Chief Human Resources Officer
Esther Finidori
Chief Sustainability Officer
Peter Weckesser
Chief Digital Officer
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