Technical Support Expert Power Management System

Job Description

POSITION SUMMARY:

We are seeking a highly skilled and problem-solving orientedPME Application Engineer with a rigorous approach to join our Global Services LoB. This critical Level 3 role is responsible for providing expert-level technical support for Power Management Systems (PMS), specifically utilizing EcoStruxure Power Monitoring Expert (PME) or EcoStruxure Power Operation (EPO) within an EcoCare PMS framework.

The expert will serve as the Expert technical escalation point (L3) for complex issues reported by Service Representatives, Certified Partners, Customer Service Hub (CSH), and potentially direct customers. This role focuses on diagnosing and resolving issues related to PMS software, associated IT infrastructure, power devices, assets like Power Factor Correction (PFC) and active filters, and network connectivity. The ideal candidate possesses deep knowledge of power quality, IT networks, databases, and various communication protocols, and is driven to ensure efficient and effective resolution of customer site issues, ultimately enhancing service quality and customer satisfaction for Schneider Electric.

If you're openminded and your mindset is oriented to help others, you'll be welcome

Responsibilities:

Technical Troubleshooting and Support:

- Provide expert technical support and guidance on Power Management Systems (PME/EPO) and energy efficiency to Service Representatives, CSH, and customers.
- Diagnose and resolve complex technical issues related to:

- PMS software and associated server/client environments, including installation, configuration, and upgrade challenges.
- Power devices such as power meters, gateways, and other connected equipment.
- Electrical assets like Power Factor Correction (PFC) units and active filters.
- Network connectivity issues impacting PMS functionality.

- Conduct remote troubleshooting and provide on-site support when necessary.
- Analyze system data, logs, and configurations to identify root causes of failures and performance issues within PMS.
- Provide clear, concise technical guidance and recommendations to resolve customer issues effectively.
- Apply in-depth knowledge of power quality phenomena including Power Factor, Voltage Dips, Sags, Swells, and harmonics to troubleshoot and resolve related issues.

Service Execution & Quality Improvement:

- Lead technical activities related to service execution for PMS solutions, ensuring adherence to best practices and high-quality standards.
- Contribute to the implementation and optimization of PMS solutions at customer sites.
- Develop and implement procedures for improving overall service quality and efficiency within the PMS domain.
- Participate in the development and testing of new service tools and technologies relevant to PMS.
- Contribute to the creation and maintenance of essential technical documentation, including instruction sheets, guides, and troubleshooting procedures specific to PME/EPO.

Knowledge Management & Content Development:

- Develop and maintain comprehensive knowledge content within service representative tools, including troubleshooting guides, FAQs, and technical bulletins specific to PME/EPO and related components.
- Ensure all knowledge content is accurate, up-to-date, and easily accessible to global service teams.
- Create and deliver technical training materials for Level 2 support teams, field service technicians, and partners on PME/EPO and associated technologies.
- Contribute to the ongoing development of knowledge management strategies and initiatives.

Expert Network Management & Engagement:

- Collaborate and engage with a network of technical specialists to facilitate knowledge sharing and expertise exchange related to Power Management Systems.
- Participate in meetings, workshops, and training sessions to disseminate technical information and best practices within the expert community.
- Foster a culture of continuous learning and technical excellence.
- Engage directly with customers, service representatives, and partners for complex technical issue resolution when required.

Customer Support & Relationship Management:

- Provide direct technical support to customers as needed, ensuring a high level of customer satisfaction.
- Communicate effectively with country teams to understand their needs and provide timely updates on issue resolution.
- Maintain accurate records and dashboards of customer interactions and technical support activities.
- Proactively identify and address potential customer issues to prevent future problems.

Stakeholders:

Experts Managers, Services LoB, Product LoB, Digital Energy, CSH, Analytic, Development team, Ecofit Centers, Training Centers, Service Representatives, Certified Service Partners.

- Bachelor's degree in Electrical Engineering, Computer Science, or a related technical field.
- Minimum of 5+ years of experience in technical support, field service, or application engineering related to Power Management Systems.
- Extensive knowledge and practical experience with Power Management Systems, specifically EcoStruxure Power Monitoring Expert (PME) and/or EcoStruxure Power Operation (EPO).
- Strong understanding of power quality concepts (e.g., Power Factor, Voltage Dips, Sags, Swells, Harmonics).
- Proficiency in IT network fundamentals (TCP/IP, switches, routing).
- Experience with IT systems, including Windows operating systems and SQL databases.
- Knowledge of time synchronization methods relevant to industrial systems.
- Strong understanding and experience with industrial communication protocols:

- Modbus networks and Modbus protocol (RTU/TCP).
- ION protocol.
- Knowledge of IEC61850 and DNP3 is a significant plus.

- Familiarity with Modbus gateways and their configuration.
- Experience with various power meters, including high-end metering devices.
- Strong troubleshooting and problem-solving skills with a rigorous and problem-solving oriented mindset.
- Excellent communication, interpersonal, and presentation skills.
- Ability to work both independently and as a collaborative team member.
- Proficiency in using technical documentation and diagnostic tools.
- Experience with CRM systems.
- Ability to travel to customer sites as needed.
- Experience in conducting technical training and presentations.
- On-site experience as an Application Engineer or similar role is highly appreciated.

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.

Become an IMPACT Maker with Schneider Electric - apply today

36 billion global revenue
+13% organic growth
150 000+ employees in 100+ countries
#1 on the Global 100 World's most sustainable corporations

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