Salessense

  • Product Support Engineer-Electronics

    Job Locations IE-Galway
    Job Post Information* : Posted Date 1 month ago(6/19/2018 1:38 PM)
    ID
    2018-1615
    # of Openings
    1
  • Overview

    Overview

    This is a product support role, supporting a wide range of Electric critical power and cooling devices through secure monitoring platforms. Working within a team you are responsible to remotely monitor customer critical devices mainly in datacentre environments. When alarms are generated by the equipment, events are sent to our monitoring engineers who diagnose and decide on appropriate actions.

    Core duties include monitoring, notification, troubleshooting, opportunity creation and incident resolution with escalation to field services teams as required. All product and process training is provided through continuous learning and development. 

    Qualifications

    • Diploma/Degree in Electronics or Electrical Engineering or similar based Qualification
    • Experience in service or technical support an advantage
    • Good knowledge of Networking and Information Technology an advantage
    • High level of aptitude and interest in technology and Internet of Things
    • Demonstrate flexibility and an ability to learn quickly.
    • Excellent problem-solving abilities and aptitude to understand and explain technical information.
    • Fluency in English with excellent verbal and written communication skills are essential
    • Good communicator with a natural aptitude for dealing with people
    • Computer: Professional user
    • Ability to travel (Limited)

    Responsibilities

    • Monitor and act on data/event notifications triggered by customer devices
    • Engage with customer periodically by phone and APP Chat to troubleshoot and resolve product technical issues
    • Create opportunities and leads and assign to appropriate teams
    • Assist with software/network installation for device connection
    • Link with product expert teams when required for escalations
    • Remotely inform customers of self-help actions (Reset, Restart) and update about Schneider Electric resolution activities
    • Coordinate with country service teams to arrange on-site repairs
    • Meet defined performance objectives
    • Participate in support community, forums, meetings
    • Work as part of a Rota 12x7x365

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