Technical Support Engineer (LV & UPS)

1. To be our customers’ advocate and single point of contact for all technical support.
2. To provide consistent, best-in-class support, by managing, resolving, and preventing problems efficiently; communicating effectively; and exceeding customer expectations.
3. To take ownership of our customers’ issues and complaints until resolved to their satisfaction.
4. To establish and maintain positive, long-term relationships with our customers through open communication and continuous feedback.
5. To provide high-level customer service and technical expertise.
6. To respond rapidly and positively to all customer inquiries.
7. Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams.
8. Lead and demonstrate technical and procedural excellence while managing difficult customers and escalations.
9. Ensure every interaction creates the optimal customer experience.
10. To promote Schneider Electric as a differential brand in the market.
A-Technical Support
1. 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 all Schneider Electric products and equipment. Assure prompt and accurate feedback to customers.
2. Take ownership and manage customer cases and customer expectations effectively and professionally.
3. Communicate clearly and precisely with customers to determine expectations for resolutions and provide workarounds to product defects.
4. 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.
5. Ensure proper recording and closure of all issues using a variety of resources, e.g bFO
6. Assist customers in product selection, configuration and application.
7. Handle software subscription process.
8. Provide customers with requested documents, such as: user manuals, catalogues, certificates, type test reports, etc.
9. Coordinate with TSC Level 2 for deeper technical issues, solutions and applications.
10. Identify and route opportunities to sales teams for follow-up and closure.
11. Eliminate mistake to assure accuracy of components assembled in the configured products and equipment such as Compact NSX/ Compact NS MCCBs, Masterpact NT/ NW ACBs, UPS, etc. during order process.
12. Test and fix faulty products (if any) in warehouse and workshop.
13. Develop skills and knowledge related to new products and equipment, technologies and applications so as to align sales trends, business goals and customer satisfaction.
14. Provide training to the team to help increase their competencies.
15. Participate in CCCs continuous improvement: complaint management, technical knowledge management.
16. 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.
B-Technical Assistance in Order Process
1. Run and provide BOM for the adapted MCCB & ACB base on customers POs or contracts, then send to suppliers/ sales admin for further order process.
2. Check technical configuration for all customers POs or contracts of ACB/ MCCB/ UPS so as to eliminate mistake in order process.
3. Fill in the Order Forms for MCCBs and ACBs if required by supplier.
4. Communicate with suppliers/ factories to clarify technical matters on customers special inquiries.
5. Play the admin role for SysConf, resolve the issues or rise to the upper level as required to solve the problems.
6. Support on Vietnamese translation of material descriptions and technical clarification/ verification for tax and customs clearance purposes.
7. Check obsolescence (end of commercialization) of products and equipment. Advise customers on substitution and issue official confirmation letter as required.
C-Warranty Management
1. Take ownership of customer issues or complaints reported, and see problems through to resolution.
2. 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.
3. Test returned products, perform problem analysis and propose the corrective action plan accordingly. Prepare accurate and timely reports.
4. Elevate customer issues to field service engineers as needed; provide detail description of problems along with steps taken to analyze the problem.
5. Work with field service engineers to arrange on-site visits or troubleshooting as required.
6. Follow up customer complaints and respond within commitment of time. Keep customers updated if any change.
7. Effectively communicate complex technical issues to a broad range of customers and departments within Schneider Electric.
8. Liaise between customers, after-sales and marketing regarding product quality returns.
9. Ensure all reported defective products and equipment must be returned on system.
D-Other Assignments
1. Handle all customer calls through toll free number of Customer Care Centre linked to cell phone after working hours.
2. Other scopes as business demand

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