Foxboro DCS Senior Customer Support Engineer
About The Position
This U.S. based position involves providing expert technical support to customers, partners, and internal stakeholders for Foxboro hardware, software, and application platforms. The role requires performing detailed root cause analysis, developing solutions, and responding to customer issues via phone, email, or web. It also involves supporting other Schneider Electric teams, participating in new product planning, and potentially developing training programs. Travel may be required for onsite support, complex issue resolution, and system upgrades. The position emphasizes using available tools and adhering to internal quality, safety, and escalation procedures.
Requirements
- Bachelor’s degree in Engineering, Computer Science, or a related technical discipline.
- Minimum of 5 years of hands‑on experience in process control, including exposure to industrial automation, control systems, or distributed control environments.
- Strong proficiency in programming, system troubleshooting, and technical customer support, with the ability to diagnose complex issues and deliver clear, effective solutions.
Responsibilities
- Provides expert technical support to customers, partners, and internal stakeholders across Foxboro hardware, software, and application platforms.
- Performs detailed root cause analysis using system diagnostics, customer data, and product behavior.
- Applies known solutions when available and collaborates with others to develop new or improved solutions when necessary.
- Responds to customer issues via phone, email, or web, ensuring timely and professional resolution.
- Supports SE‑approved System Integrators, Field Service, Project Operations, and other SE teams with technical guidance and troubleshooting.
- Utilizes clear and effective communication to build strong working relationships with customers and colleagues from diverse cultural and professional backgrounds.
- Uses appropriate tools, processes, and escalation procedures to ensure timely issue tracking and resolution.
- Communicates effectively across departments to achieve alignment on solutions and customer outcomes.
- Actively participates in new product planning activities and cross‑functional development teams.
- Provides service requirements to development teams, reviews technical documentation, and contributes to designs that improve product serviceability and readiness.
- May develop and deliver training programs for internal staff, service personnel, and customers.
- Travel may be required on occasion to support customer needs, including onsite troubleshooting, complex issue resolution, data collection, system audits, and software upgrades.
- Uses available tools, diagnostics, and resources to resolve issues efficiently and professionally.
- Ensures alignment with internal quality, safety, and escalation procedures.
Benefits
- medical (with member reward points)
- dental
- vision
- basic life insurance
- Benefit Bucks (credits to apply towards your benefits)
- flexible work arrangements
- paid family leaves
- 401(k) + match
- well-being and recognition (including service anniversary) programs
- 12 holidays per year
- 15 days of paid time off per year (pro-rated in the first year of employment based on start date)
- opportunity to purchase company stock (eligibility depends on start date)
- military leave benefits
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Senior
