Services Representative (Field Technician / Engineer) - Power Systems

This position is accountable for installing, inspecting, maintaining, troubleshooting and repairing customer equipment. The incumbent will maintain, retrofit, and provide technical support for all Schneider products, both in the workshop and on site. Working on competitor equipment may also be part of the role. The Services Rep will instruct customers on the operation and maintenance of equipment and provide technical instruction and guidance to new and less experienced Services Reps. Performing warranty and recall work. Testing circuits and equipment utilizing various tools and machines such as computers, software, workstations, circuit diagram, etc. Analyzing malfunctions in equipment and interpreting maintenance manuals, using knowledge of systems and electronics to isolate and correct issues. Must be available to respond to emergency calls and for intervention. Maintaining service equipment, tools and documentation. Identifying sales opportunities and submitting it to sales teams in the Services systems (CRM/ERP). Any intervention must be prepared and executed in line with safety guidelines (prevention plan, protection equipment etc.)

Essential Responsibilities:

• Provide outstanding customer service.
• Advise customers on best practice, new services and upgrade opportunities.
• Perform startup/commissioning on equipment across the Schneider Electric product portfolio.
• Perform preventative, scheduled and unscheduled maintenance on equipment.
• Track installed base (serviceable assets).
• Submit opportunities detected during interventions.
• Support serviceable Schneider equipment including but not limited to: electrical switchgear - medium and low voltage.
• Lead or contribute to Services small projects coordination and execution on customer sites (end of life, modernization, upgrade etc.).
• Interpret blueprints and other service documents, including but not limited to, specifications, reporting and quality requirements.
• Perform basic audits of customers electrical systems and equipment.
• Document all required information for each site (technical report).
• Obtain signature from customer for acceptance after the execution of the on-site work.
• Provide daily and accurate time and expense for each customer intervention.
• Properly document, label, and return all defective parts utilized in the repair of equipment to the designated disposal/repair location.
• Develop innovative solutions to more complex technical problems that arise during start-up.
• Research, evaluate, and recommend new products or equipment upgrades to meet customer needs.
• Assist Schneider Electric Service Partners in site visits, evaluating technical and professional performance.
• Identify other business opportunities outside existing scope of work and share with the sales team.
• Liaising with the Planner/Coordinator for smooth execution of interventions.
• Escalate technical issues to Services technical expert in the countries as required.
• Perform other duties as assigned.
• Investigate the origin of the breakdown and submit fixes (e.g. in a service bureau) remotely.

Main interactions:

Customers, Coordinators, Operations Leader, Inside Services Sales, Technical Support

Key Success Factors

• Regular training to develop competencies
• Knowledge of overall Schneider Electric offer and serviceable assets to identify cross-BU opportunities
• Appropriate tools to be efficient

Skills Required (can be adapted per technologies used in SE Business Units):

• High level of technical knowledge of electronic/electrical component theory.
• Must be able to perform duties with general direction, receiving only general guidance with respect to overall objectives.
• Work is usually quite independent of other team members.
• Must operate within division policy guidelines using independent judgment in achieving assigned objectives.
• Must comply with all safety policies, practices and procedures.
• Participate in proactive team efforts to achieve departmental and company goals.
• Ability to read, analyze, and interpret general business procedures, professional documents, technical procedures, and governmental regulations.
• Ability to write reports and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, and customers.
• Ability to calculate figures and amounts such as proportions, percentages, area, circumference, and volume.
• Ability to apply concepts of algebra and geometry.
• Ability to define problems, collect data, establish facts, and draw valid conclusions.
• Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.
• Proficient personal computer skills including electronic mail, record keeping, routine database activity, word processing, spreadsheets, graphics, etc.
• Handle multiple tasks simultaneously.
• Must be able to stand, walk, and sit for extended periods of time.
• Must be able to lift and carry heavy objects up to 50 pounds.
• Must be able to communicate (speak, hear and write) effectively to various intellectual levels.
• Familiarization in preparing MOPs is a plus and candidate must adhere to the strict guidelines of approved Methods of Procedures (MOPs).
• Verifiable hands-on technical work experience required.
• Certification needed according to Business and Country of operation.
• Relevant experience with critical systems infrastructure equipment (i.e. electrical switchgear).
• Posses a valid driver's license.

Qualifications

• Electrical Trade Test
• 3 - 5 years MV/LV switchgear experience in technical service field
• Able to work independently - under no instruction for routine work and general instructions on new assignments.

Schedule: Full-time

Req: 008JWQ