Engineer I, Digital Services Remote Operations

Schneider Electric•Franklin, OH

12d•Remote

About The Position

Digital Services Engineers in US Digital Services employ a combination of electrical, systems, network communications, application-specific software, and communication skills to help customers maintain the reliability and performance of their complete solution and address any potential technical problems in their server, network, operating system, software, or connected devices. They assist Onsite Engineers with site-specific difficulties during new site commissioning as well as system upgrades and expansions. They advise internal and external customers on new solutions, offers, and improvements, and ensure the integrity of the data, implementation, and infrastructure. The role involves proactively achieving superior system performance, working closely with Schneider Electric internal teams and business units to proactively manage customer relationships and satisfaction, and collaborating with solution architects and product teams to ensure customer feedback into future designs. Additionally, they research, identify, develop, and recommend corrective measures to address technical issues, resolve technical problems from end customers, on-site engineers, sales and engineering teams, and identify and qualify product failures to assist product engineering. The role also includes research and documentation of technical problems and solutions, and collaboration to suggest improvements in key performance indicators and measures. Finally, they design, plan, research, evaluate, and test complex systems used to monitor and/or control electrical equipment and systems.

Requirements

Customer service experience
Computer knowledge, particularly relating to server, network and operating system installation and configuration.
Experience in software, hardware, networking, database and/or system troubleshooting, diagnosis and problem solving
Power and/or electrical systems knowledge
Engineering degree in Electrical, Power Systems or Computer Science, or equivalent
Experience in PowerSCADA/CitectScada, Wonderware, Power Monitoring Expert

Nice To Haves

Knowledge of Schneider Electric Power Monitoring and Control products
On-site or remote advanced technical support experience
Experience with CRM systems, Salesforce preferred
SQL Database querying and programming experience
On-site power system experience
Modicon PLC Experience

Responsibilities

Help customers maintain the reliability and performance of their complete solution and address any potential technical problems in their server, network, operating system, software, or connected devices.
Assist Onsite Engineers with site-specific difficulties during new site commissioning as well as system upgrades and expansions.
Advise internal and external customers on new solutions, offers, and improvements.
Ensure the integrity of the data, implementation, and infrastructure.
Proactively achieve superior system performance.
Work closely with Schneider Electric internal teams and business units to proactively manage customer relationships and satisfaction.
Collaborate with solution architects and product teams to ensure customer feedback into future designs.
Research, identify, develop, and recommend corrective measures to address technical issues identified in the field or in-house.
Resolve technical problems from end customers, on-site engineers, sales and engineering teams.
Identify and qualify product failures and assist product engineering in understanding and resolving them.
Research and documentation of technical problems and solutions.
Collaborate to suggest improvements in key performance indicators and measures.
Design, plan, research, evaluate and test complex systems used to monitor and/or control electrical equipment and systems.