This is a Advanced Technical Support Engineer (Medium-Voltage and Digital Power) role with Schneider Electric based in Sydney, NSW, AU

• Join our Technical Support team as an Advanced Technical Support Engineer
• Previous experience in Medium Voltage products and applications is essential
• Location in Sydney, Brisbane, Adelaide (AUS) or Auckland (NZ) plus benefits

About Us

Schneider Electric is a global specialist in energy management and automation. We are dedicated to supplying our customers with safe, reliable, and sustainable energy solutions. We invent technologies that will transform the places where we live, work and play. Our technologies ensure that Life Is On everywhere, for everyone at every moment. Our Mission is to be the trusted partner in Sustainability and Efficiency.

About The Opportunity

The Technical Support team is seeking an Advanced Technical Support Engineer (Medium-Voltage and Digital Power product range) to play a pivotal role in guiding customers and SE businesses in their post-sales journey.

The position duties will include phone-based installation and set-up support, maintenance support, and remote troubleshooting assistance to improve customer satisfaction.

The Advanced Technical Support Engineer is also the incident and escalation point of contact for managing the resolution of customers' critical issues. This includes liaising with multiple stakeholders (Technical leadership team, Service technicians, Product marketing, Level-3 support, Quality, R&D teams) to help expedite resolutions and implement continuous improvement.

Key Operational Responsibilities

• Understand customer issues and expectations, including assessment of additional relevant information that may be needed to perform a comprehensive remote troubleshooting
• Contribute and aim towards a reduced End-to-End resolution time for customer issues
• Take ownership of technical skills enhancement, including practical hands-on expertise
• Develop personal technical expertise on SE’s product range and contribute towards company knowledge resources (FAQ’s / Technical Articles / Troubleshooting videos)
• Showcase customer success stories highlighting the value-added service technical support provides (internally and externally)
• Contribute to lead / new opportunities identification during engagement (discussions) with the customer
• Bolster the company's reputation by providing excellent technical service to our customers

About You

Our ideal candidate will exhibit an innovative and strategic approach, focused on defining and supporting new models of technical support to produce a premium service offering to our customers.

They will be customer-obsessed, going above and beyond to deliver extraordinary results and experiences for customers.

Required skills:

• Diploma/Degree in Electrical / Electronics / Power / Process Automation / Mechatronic Engineering, or Trade Qualification with relevant experience.
• Fundamental understanding and exposure to Medium-voltage range of products (VCB, Transformers, RMU), MV-protection, and application types
• Understanding of Electrical schematics, SLD
• Understanding of Arc fault protection concepts and Protection Relays
• Awareness and knowledge of relevant AS and IEC standards (For example: AS3000, AS62271, AS2067, AS2374, AS2375)

Preferred skills:

• On-site (hands-on) or field experience on Medium-voltage products
• Experience in electrical engineering and installations, technical fault finding, and troubleshooting
• Knowledge of commonly used communication protocols (Example: TCP/IP, Modbus Ethernet, RS485), IEC 61850
• Advanced computer skills and data analysis, including know-how of commonly used workplace tools (for example: AutoCAD, Microsoft Teams, SharePoint / OneDrive, Microsoft office)
• Excellent problem-solving abilities, aptitude to understand and explain technical information, interpersonal, communication and time management

Complimentary (Ancillary) skills:

• Hands-on experience on using Protection relay software (Schneider Electric or any other make)
• Awareness and understanding of the internal components that make up a MV switchgear
• Experience with any customer-support management tools (for example: Salesforce bFO)
• Proven ability to collaborate with multiple stakeholder groups and strong commercial acumen
• A growth mindset through well-developed digital skills and a technical aptitude
• Well-developed interpersonal skills coupled with the ability to a customer

🟢 Please consider applying even if you don't meet 100% of what’s outlined 🟢

Why Schneider Electric is partnering with Hatch on this role. Hatch exists to level the playing field for people as they discover a career that’s right for them. So when you apply you have the chance to show more than just your resume.

A Final Note: This is a role with Schneider Electric not with Hatch.