Technical Support Engineer (UPS/Industrial Automation)

MISSION

• To be our customers advocate and single point of contact for all technical support.
• To provide consistent, best-in-class support, by managing, resolving, and preventing problems efficiently; communicating effectively; and exceeding customer expectations.
• To take ownership of our customers issues and complaints until resolved to their satisfaction.
• To establish and maintain positive, long-term relationships with our customers through open communication and continuous feedback.
• To provide high-level customer service and technical expertise.
• To respond rapidly and positively to all customer inquiries.

A-Technical Support

• Provide information, advice and technical support to a variety of clients, both internal and external, via phone, web, email and other support channels as required for APC & Schneider products. Assure prompt and accurate feedback to customers.
• Take ownership and manage customer cases and customer expectations effectively and professionally.
• Communicate clearly and precisely with customers to determine expectations for resolutions and provide workarounds to product defects.
• Achieve and maintain targeted call statistics as number of calls answered, number of calls lost, and number of cases closed or issues resolved, along with other established goals.
• Ensure proper recording and closure of all issues using a variety of resources, including bFO, Oracle Live Help, etc.
• Assist customers in product selection, configuration and application.
• Handle software subscription process.
• Provide customers with requested documents, such as: user manuals, catalogues, etc.
• Coordinate with TSC Level 2 for deeper technical issues, solutions and applications.
• Identify and route opportunities to sales teams for follow-up and closure.
• Develop skills and knowledge related to new products, technologies and applications so as to align sales trends, business goals and customer satisfaction.
• Provide training to the team to help increase their competencies.
• Participate in CCC's continuous improvement: complaint management, technical knowledge management.
• Build/ Update a Frequently Asked Questions (FAQs) system to assist customers and other teams. Participate in technical communications within CCC team to share best practices and learn about new technologies and complementary storage applications.
• Check obsolescence (end of commercialization) of products and equipment. Advise customers on substitution and issue official confirmation letter as required.
• Providing technical advice, support, troubleshooting and finding solutions for inverter, soft starter, HMI, PLC, APC UPS and APC IT product, Schneider Electric automation software & APC software etc.

B-Warranty Management

• Take ownership of customer issues or complaints reported and see problems through to resolution.
• Research, diagnose, troubleshoot and identify solutions to resolve customer issues related to application use, design and configuration, so as to ensure customer satisfaction before closure.
• Check reported defective units under warranty conditions or entitlements then create RMA cases and have the corrective actions accordingly.
• Work with field service engineers to arrange on-site visits or troubleshooting as required.
• Follow up customer complaints and respond within commitment of time. Keep customers updated if any change.
• Coordinate with 3rd party for inspection, investigation and repair (if possible) of VSD products.
• Effectively communicate complex technical issues to a broad range of customers and departments within Schneider Electric.
• Work with suppliers/ factories/ MRO service channel to order spare parts, products and equipment for warranty.
• Liaise between customers, after-sales and marketing regarding product quality returns.
• Ensure all reported defective products and equipment must be returned on system.

C-Other Assignments

• Support team to make cross survey for CCC NSS if required.
• Handle all customer calls through toll free number of Customer Care Centre linked to cell phone after working hours.
• Others will be defined as per business demand.

Qualifications

• Education: University Degree in Electrical Engineering or Automation or Information Technology
• 2-4 years of customer service experience, especially in technical support.
• Knowledge of UPS (Un-interruptable Power Supply); Electrical Distribution (and/orCritical Power, Cooling System).
• Knowledge of Schneider Electric & APC products is a plus.
• Business Understanding: Broad knowledge and experience in Energy Management, Power Distribution, Critical Power, Cooling System, Industrial Automation (PLC, HMI, Industrial products) and Drives (VFD & Softstarter).
• An excellent customer service attitude and the ability to interact with customers in a professional manner are required.
• Others (e.g. language skills, technical skills):Develop a deep technical understanding in Schneider Electric & APC products.
• Strong understanding of critical power and cooling services, energy management.
• Strong interpersonal communication and customer service skills are required in order to work successfully with customers in high stress and/or ambiguous situations.
• Demonstrate ability to work in a team environment.
• Possess good problem solving and analytical skills.
• Good communication and excellent writing (both Vietnamese and English) skills.
• Proficient computer skills in AutoCAD, MS Office (Word, Excel, PowerPoint), etc.