Advanced Technical Support Engineer - ITB
EGYPT Sales
Job description
Mission: Schneider Electric is seeking a Technical Support Engineer who will be located in Cairo and responsible of remotely supporting our customers in Middle East & Africa for the best use of SE technology. Be a trusted advisor, provide prompt and trusted resolutions during pre-sales and after-sales cycle time.
· Provide remote technical troubleshooting with customers.
· Contribute effectively to achieve the KPI's of individual, department and the company attributing to customer satisfaction and service levels.
· Receive, Register and solve all technical customer requests in CRM.
· Listen to the Customer, understand the needs carefully & give top priority to answer in the best way.
· Categorize Tickets depending on following Types:
· Commercial, Logistics, Technical, Commercial Complaints, Commercial Returns, Service Complaints, Logistics Complaints, Technical Complaints, Others. - Maintain accuracy in responses, creation of Customer records
· In-depth knowledge of Product catalogue, selection and data searching.
Desired profile
Qualifications :
Qualifications & Experience:
· Graduate in Electricity / Electronics / Electrical engineering / Automation / industrial / Mechatronics Engineering.
· +5 years of Experience in a technical support or relative experience. - Fluent in Arabic & English (French is a plus).
· Good written and spoken communication skills.
· Able to work with Multicultural environment with regional responsibilities - Ability to work under pressure. -
· Excellent problem solving abilities, ability to understand and explain technical information, interpersonal, communications with good time management skills.
· experience in 3-phases UPS, Data centers & cooling systems.