Customer Support Analyst position with Schneider Electric - Process Automation - Global Customer Support Receive phone calls from customers and field service engineers, assess their needs, and escalate to the appropriate team. Monitor and manage our various Global Customer Support email inboxes, correspond with our customers, and escalate requests to the appropriate team. Ensure that customers have a valid support contract at their host site or have provided appropriate payment when required. Conduct high impact business operations for industrial system part replacement and repair requests. Dispatch field service engineers to sites and manage the back office record keeping in our internal SAP database. Provide on call support for one week stints, roughly once every two months, to ensure that any after hours support requests are escalated immediately to our other on call staff. Interact with people from a broad range of cultural and professional backgrounds on topics such as technical support, part replacement and repair requests, field service support, sales support, and more. Work with a team of collaborative and engaged analysts, who take pride in providing excellent customer support. Join a group with proven career advancement opportunities in the following roles: customer support engineering, customer contract management, customer project coordination, materials and sales administration, and more. Key knowledge and experience that will make someone successful in the role Customer service / customer support experience. How to be patient with customers, how to listen well, how to provide empathy, how to take responsibility, how to ask appropriate clarification questions, etc. An ability to learn specifc business concepts. An attention to detail and the ability to follow procedures and checklists precisely. General business concept knowledge and business transaction knowledge, such as Sales Orders, Work Orders, Purchase Orders, Invoices, Contracts, etc. Your team, leadership structure and career progression Team: We currently have a team of 5 Customer Support Analysts, with a 6th who helps out occasionally when we encounter low staffing issues because this 6th CSA worked for many years as a CSA and was promoted to another role in April 2022. Leadership: I serve as the Manager of the team, after serving as a Foxboro Distributed Control System (DCS) Customer Support Engineer for 15+ years, and a Foxboro DCS Support Team Supervisor for 10+ of those years. The Foxboro DCS team is one of the teams the CSA team escalates support cases to. We will be losing our Lead CSA, who had quickly established herself as a sought after resource and approachable teammate who took on many of the extra tasks within our team. Career progression: customer support engineering, customer contract management, customer project coordination, materials and sales administration Let us learn about you! Apply today. Why us? Schneider Electric is leading the digital transformation of energy management and automation. Our technologies enable the world to use energy in a safe, efficient and sustainable manner. We strive to promote a global economy that is both ecologically viable and highly productive. €25.7bn global revenue 137 000+ employees in 100+ countries 45% of revenue from IoT 5% of revenue devoted for R&D You must submit an online application to be considered for any position with us. This position will be posted until filled It is the policy of Schneider Electric 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. Concerning agencies: Schneider Electric does not accept unsolicited resumes and will not be responsible for fees related to such.
Let us learn about you! Apply today.
Customer Support Analyst position with Schneider Electric - Process Automation - Global Customer Support Receive phone calls from customers and field service engineers, assess their needs, and escalate to the appropriate team. Monitor and manage our various Global Customer Support email inboxes, correspond with our customers, and escalate requests to the appropriate team. Ensure that customers have a valid support contract at their host site or have provided appropriate payment when required. Conduct high impact business operations for industrial system part replacement and repair requests. Dispatch field service engineers to sites and manage the back office record keeping in our internal SAP database. Provide on call support for one week stints, roughly once every two months, to ensure that any after hours support requests are escalated immediately to our other on call staff. Interact with people from a broad range of cultural and professional backgrounds on topics such as technical support, part replacement and repair requests, field service support, sales support, and more. Work with a team of collaborative and engaged analysts, who take pride in providing excellent customer support. Join a group with proven career advancement opportunities in the following roles: customer support engineering, customer contract management, customer project coordination, materials and sales administration, and more. Key knowledge and experience that will make someone successful in the role Customer service / customer support experience. How to be patient with customers, how to listen well, how to provide empathy, how to take responsibility, how to ask appropriate clarification questions, etc. An ability to learn specifc business concepts. An attention to detail and the ability to follow procedures and checklists precisely. General business concept knowledge and business transaction knowledge, such as Sales Orders, Work Orders, Purchase Orders, Invoices, Contracts, etc. Your team, leadership structure and career progression Team: We currently have a team of 5 Customer Support Analysts, with a 6th who helps out occasionally when we encounter low staffing issues because this 6th CSA worked for many years as a CSA and was promoted to another role in April 2022. Leadership: I serve as the Manager of the team, after serving as a Foxboro Distributed Control System (DCS) Customer Support Engineer for 15+ years, and a Foxboro DCS Support Team Supervisor for 10+ of those years. The Foxboro DCS team is one of the teams the CSA team escalates support cases to. We will be losing our Lead CSA, who had quickly established herself as a sought after resource and approachable teammate who took on many of the extra tasks within our team. Career progression: customer support engineering, customer contract management, customer project coordination, materials and sales administration