Senior Engineer II, Technical Customer Care

Schneider Electric•Dallas, TX

3d•Onsite

About The Position

Join our Technical Support Service Engineer team as a Senior Engineer, where you'll blend technical problem-solving with customer advocacy. This role is perfect for someone who loves diagnosing complex product challenges and delivering solutions that make a real difference. The focus of this role is to help resolve product issues for Schneider Electric field engineers and partners. The role utilizes Schneider Electric equipment to simulate and test problems experienced in customer’s environment. These troubleshooting actions require the configuration of servers, workstations, controllers, and databases while also using remote desktop software to connect to live systems for troubleshooting purposes.

Requirements

Must have 10+ years of field experience
Must have Tridium/Niagara Field Experience
Must have Niagara N4/AX Certification
HVAC/BMS Control background
Niagara N4/AX Certification
TAC IA – LON / BacNet
TAC Vista – LON
EcoStruxure Building Operation
Information Technology, TCP/IP networks, servers, domains, firewalls, routing, windows, and mobile Operating systems.
Electrical – Low voltage

Nice To Haves

Preferred System Knowledge: Understanding of Security Technology, Access Control, CCTV, Intrusion Alarm systems, Intercom systems. Understanding of BMS Technology, HVAC topologies, BMS integration, Field devices, control protocols.
Bachelors degree in electrical engineering in computer science preferred

Responsibilities

Set up and configuration of Windows workstations/servers
Installing and restoring Building Management Systems
Work with debugging software and analyzing the resulting logs
Using provided tools to decipher error logs to determine root cause of problems, such as Wireshark
Interface with Engineering and Quality Assurance departments
Ability to be a liaise between Engineering to explain the problem and QA for resolution when needed
Troubleshooting and resolving complex system problems
Understanding Control logic utilizing (DI, DO, AI, AO, Relays, NO, NC, Grnd, TX, RX)
The ability to quickly learn new products
Using reference manuals to learn and gain personal knowledge on the various products
Thorough documentation of support case information and resolutions
Capable of working with customers who have varying levels of product knowledge and experience
Excellent phone and personal interaction skills: Ability to relate to the customer on their current issue and converse in a clear and calm demeanor