EMEA Technical Support Expert H/F

Description de l'offre

About Schneider Electric
As a global specialist in energy management with operations in more than 100 countries, Schneider Electric offers integrated solutions across multiple market segments, including leadership positions in Utilities & Infrastructure, Industries & Machines Manufacturers, Non-residential Buildings, Data Centres & Networks and in Residential. Focused on making energy safe, reliable, efficient, productive and green, the Group's 170,000 plus employees achieved sales of 24,9 billion Euros in 2014, through an active commitment to help individuals and organizations make the most of their energy.
www.schneider‑electric.com

About Process Automation
Process Automation is a Line of Business within Industry BU, providing innovative solutions to industrial customers in targeted sectors such as Water, Mining, Minerals, Metallurgy, Food & Beverage, and Oil & Gas. Our solutions allow end users to optimise their industrial assets, control their process, and increase their energy efficiency.
Process Automation is generating around +1Bn€ yearly sales with two main integrated offers which are Hybrid Systems offer (ex-PlantSolutions), and Process Systems offer (ex-Invensys).
In regards to the Hybrid Systems offer , it has evolved a lot over the past years, from best in class products such as industrial PLCs, to complete architectures, from plant floor instrumentation to enterprise level software. The strong investment in R&D allows us to launch very innovative offers on the market, such as the new PAC product range Modicon M580, Ethernet control architectures, PlantStruxure Process Expert Software (PES).
See the overview of Process Automation solutions hereafter:
http://www.schneider-electric.com/b2b/en/solutions/system/s1/process-systems.jsp


About the position
EMEA Customer Support Expert
Schneider Electric is recruiting a Expert Technical Support is responsible for providing high-quality technical support for “Process Automation Hybrid Offers”.
Missions:
· You'll be in charge to support EMEA zone customers and will be responsible to analyse, reproduce and solve issues customers may face during the design, commissioning and operation of their facilities. On occasions you'll be required to go on customer site for deep investigations on the issues.
· You'll be in very close collaboration with the front-office organisations , as well as with our R&D teams based in Boston (US), Carros (FR), Bangalore (IND) and Shanghai (CN).
· You'll also be involved in the new offers launch by contributing to the field-tests process.
· You'll be documenting the problem resolution steps to contribute to an easy resolution of the future cases.
· You'll continue to develop the expertise skills on the offer ranges to be able to support and to train other experts of GCS team

The customer support cases are addressed through two channels:
· Escalation from the regional Customer Care Centers in EMEA (Europe, CIS, Middle East and Africa)
· Direct support to the customers who have support contracts

This position reports to the “EMEA Global Customer Support Manager”.

The position is based in Carros (06), near Nice in the South-East of France (French Riviera)

Profil recherché

Qualifications :

Successful candidates will have,
·  Knowledge and experience in Automation products, customer application architectures and solutions
·  Sound knowledge of Schneider Electric PLCs offers, competitors offers will be a plus
·  Familiar with Industrial networks & protocols such as Ethernet, Modbus.......

Other required skills include,
·  Holds either a Master Degree in Automation technology, Industrial Automation / Control or equivalent or a equivalent Bachelor Degree with a strong field experience.
·  Team player with strong interpersonal and communication skills. Ability to interact effectively with all levels of company employees and external customers
·  Ability to understand and communicate concepts clearly and succinctly
·  Good problem solving skills, able to grasp problems quickly and draw informed conclusions
·  Capacity to anticipate issues and to be pro-active in dealing with them
·  Have a good level of written and spoken English and French