Principal Customer Support Engineer - Wonderware

  • Company: Schneider Electric
  • Location: Lake Forest, California
  • Posted: December 19, 2017
  • Reference ID: 003USI
Definitions:
GCS = Global Customer Support
Customer FIRST = Schneider Electric commercial customer support offering & program
CSE = Customer Support Engineer

Schneider-Electric is a global technology, software and consulting organization leading significant change in process manufacturing, plant optimization, business operations and enterprise performance. We do this by helping our customers to take advantage of manufacturing and business operations. Our solutions help to automate plants and facilities and allow a wide range of personnel to receive and respond to changes in conditions more quickly and effectively, and thereby keep their operations running efficiently and safely. Primary customer industries include Refining & Petrochemicals, Upstream Oil & Gas, Pharmaceuticals& Fine Chemicals, Food & Beverage, and Power & Utilities.

The Global Customer Support (GCS) team is within the Schneider Electric Software Business group and supports the Customer FIRST program, which offers a rich portfolio of essential software maintenance, award-winning technical support and services to help customers protect and extend the value of their investment and keep their operations running smoothly.

Position Information - General
The overall job of a Customer Support Engineer (CSE) is to ensure that on a day-to-day basis, Schneider Electric customers, distributors and partners are receiving quality, world-class technical support. This position responds to inquiries from these customers via telephone or in written internet-based email or chat sessions and is responsible for driving to resolve customer concerns raised during installation, startups, commissioning, operation, maintenance or product application or compatibility matters.

This position will troubleshoot problems with software applications and recommends corrective action. You will be required to document customer information and recurring technical issues to support product quality programs and product development. Interpersonal skills and technical product knowledge and expertise are critical to responding to daily customer-centric activities. Employees at the senior levels also address highly complex technical issues that need to be escalated.

Key Relationships:
Global Customer Support is considered a second level support. CSEs interface directly with R&D, Product Management, Technical Sales Consultants and Marketing as needed to resolve customer issues.

Position Information - Specific
GCS PRINCIPAL CUSTOMER SUPPORT ENGINEER

Principal Duties and Responsibilities:
As a CSE, you will be provided support to a subset of the extensive Wonderware product line. This is to allow a CSE to develop specialized knowledge and experience on those products. In particular, the primary products for this role will be Wonderware InTouch and Wonderware Application Server.

Support also involves setting up and reproducing customer issues along with documentation of issues and resolutions in CRM systems.
As a member of the GCS team, the successful candidate is responsible for covering a phone queue during the normal business hours. Support personnel covering this queue typically will carry a caseload in the mid-teens, although actual load may vary.

CSEs can participate in the annual events, such as Wonderware User Event. Responsibilities include presentations, product demo, etc.
When required or requested, CSEs may go on customer site visits to solve the issues or to provide consultancy services in conjunction with the associated customer.

In this position you will be required to perform knowledge transfer activities such as writing Tech Notes, knowledge objects, articles, delivering WebEx sessions, and similar.

Required Skills, Experience, and Education
Degree in technical field such as Computer Science, Computer Engineering, Electrical/Electrical Engineering and at least 5 years of related work experience or 8 years of demonstrable knowledge and implementation or troubleshooting experience with Wonderware products as a Wonderware Systems Integrator, Distributor Certified Support Provider, Schneider Electric employee or as a customer who has used the product.
Willingness to learn other Wonderware products and having a background in computer or industrial automation hardware is also required.
In-depth experience with key Microsoft products:
Operating Systems such as Windows Server OS, Windows Client OS
Microsoft SQL Server
Microsoft Office (Word, Excel, Power Point.)
Valid Passport is required
Excellent written and oral English communication skills are necessary;

Preferred Qualifications
Proficiency in other languages in addition to English is a plus.
Field Experience implementing Wonderware related software (specifically InTouch, Application Server).

Special Notes
Position may require a small amount of domestic travel
Language requirement: spoken & written English
Work Location: North America (preferred Lake Forest, CA)

Schneider-Electric is an Equal Opportunity and Affirmative Action Employer.
As part of our team, you'll build a strong career with a collaborative, knowledgeable team of people. We'll challenge you to think differently to achieve your goals. You'll have easy access to senior management, leading thinkers, and colleagues around the world.

In addition to competitive salaries and inclusive benefits, we offer global career opportunities and travel to new places to inspire fresh, new thinking. We believe in rewarding and recognizing risk-taking and creativity. We also promote a healthy work-life balance as essential for your personal growth.


Qualifications:
Required Skills, Experience, and Education
Degree in technical field such as Computer Science, Computer Engineering, Electrical/Electrical Engineering and at least 5 years of related work experience or 8 years of demonstrable knowledge and implementation or troubleshooting experience with Wonderware products as a Wonderware Systems Integrator, Distributor Certified Support Provider, Schneider Electric employee or as a customer who has used the product.
Willingness to learn other Wonderware products and having a background in computer or industrial automation hardware is also required.
In-depth experience with key Microsoft products:
Operating Systems such as Windows Server OS, Windows Client OS
Microsoft SQL Server
Microsoft Office (Word, Excel, Power Point.)
Valid Passport is required
Excellent written and oral English communication skills are necessary;

Preferred Qualifications
Proficiency in other languages in addition to English is a plus.
Field Experience implementing Wonderware related software (specifically InTouch, Application Server).

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