Advanced Technical Support Engineer - LV distribution and metering devices

Position Summary

Advanced Technical Support Engineer - Low voltage distribution and metering devices for Schneider Electric's Pacific Zone Technical Support team. Based in Sydney (Australia) and reporting to the Senior Manager, Advanced Technical Support.

Key Responsibilities

• Understand customer issues and gather additional relevant information for comprehensive remote troubleshooting.
• Act as incident and escalation point of contact, coordinating with Technical Leadership, Product Marketing, Level 3 support, Quality, and R&D teams to expedite resolutions and implement continuous improvement.
• Contribute to reducing End to End resolution time for customer issues.
• Own technical skills enhancement, including practical hands on expertise.
• Review escalated cases from the Level 1 team to identify gaps and recommend improvements to Level 1 technical competency.
• Provide technical mentoring to Level 1 engineers to enable them to handle more complex cases.
• Develop personal expertise on Schneider Electric product range and contribute to corporate knowledge resources (FAQs, technical articles, troubleshooting videos).
• Showcase customer success stories that highlight the value of technical support.
• Identify new opportunities during customer engagements.
• Strengthen the company's reputation by delivering excellent technical service.

About You

You are innovative, strategic, and customer obsessed, consistently delivering extraordinary results and experiences.

Qualifications and Skills

• Diploma, Degree, or Trade Qualification in Electrical, Electronics, Power, Process Automation, Mechatronic Engineering, or related field.
• Product specific training and/or necessary training qualifications.
• Preferred: On site service experience on low voltage products.
• Experience in electrical engineering, installations, technical fault finding, and knowledge of communication protocols such as TCP/IP, Modbus Ethernet, RS485.
• Understanding of LV circuit breaker cascading, discrimination principles, and electrical schematics (SLD).
• Knowledge of local electrical standards and regulations (e.g., AS3000).
• Excellent problem solving, interpersonal, communication, and time management skills.
• Advanced computer skills and data analysis ability.

Eligibility

All applicants must have working rights in Australia at the time of application and will be required to provide documented evidence if selected for interview.

Schneider Electric does not accept unsolicited resumes or candidate profiles from external agencies or suppliers. Any unsolicited submissions will be considered direct applications, and no fee will be payable.