Technical Expert L3 - Customer Care

Schneider Electric • Richmond, VA

7d • Hybrid

About The Position

Join our Technical Customer Care team as a trusted technical advisor, helping turn complex customer challenges into practical solutions. When an issue goes beyond the scope of Level 1 or Level 2 support, you will bring the technical expertise needed to help teams understand the problem, identify its root cause, and determine the appropriate path forward. As a Level 3 Service Expert, you will investigate issues involving solar, electric vehicle charging, home automation, and energy management systems. You will collaborate with technicians, service providers, installers, Quality, and Sustaining Engineering, providing guidance remotely and, when needed, in the field. Your impact will extend beyond resolving individual cases. By sharing your knowledge, developing technical training, and bringing insights from the field back to our product and engineering teams, you will help strengthen our service capabilities, improve our products, and enable teams across countries to support their customers more effectively.

Requirements

• A degree in electrical engineering, electrical engineering technology, or a related technical field, or equivalent practical experience.
• Hands-on experience with electrical systems or products involving EV charging, solar energy, batteries, power electronics, energy management, or a closely related technology.
• Experience supporting customers, technicians, or internal service teams in a technical environment.
• Strong analytical and troubleshooting skills, with the ability to investigate beyond standard procedures, identify missing information, and isolate potential causes.
• A solid understanding of how hardware, software, and connected systems interact.
• The ability to turn complex or incomplete information into a clear technical assessment and actionable next steps.
• Strong communication and interpersonal skills, with the ability to explain technical information clearly to support teams, installers, customers, and engineers.
• The ability to build trusted relationships and collaborate effectively across service, quality, product, and engineering teams.
• A customer-focused and solutions-oriented approach, including the ability to navigate sensitive situations and communicate technical realities clearly.
• Curiosity and learning agility, with the ability to quickly develop knowledge across multiple products and technologies.
• The ability to work independently, manage competing priorities, and maintain ownership of technical cases through resolution.

Responsibilities

• Provide guidance on complex matters involving solar, electric vehicle charging, home automation, and energy management systems.
• Help Level 1 and Level 2 technicians, service providers, and installers troubleshoot problems, identify root causes, and determine appropriate solutions
• Collaborate with the global Level 3 Service Expert group, Quality, and Level 4 Sustaining Engineering to investigate product failures and establish next steps.
• Use available service tools to assist colleagues remotely and, when needed, travel to the field for more in-depth investigations.
• Develop and deliver technical and installation training to build the knowledge and capabilities of internal colleagues and regional partners.
• Share field insights and recurring concerns with product, service, and development functions to improve existing offers and inform future ones.
• Contribute to service plans, operating processes, and continuous improvement initiatives, while ensuring timely follow-up until assigned cases are resolved.

Benefits

• insurance coverage for health, inclusive of medical, dental, vision, basic life, accident, and disability insurance
• Wellness Wallet (reimbursement for medical / wellbeing expenses)
• telemedicine program
• 13 paid holidays annually
• up to 19 days paid time off in first year
• paid family leaves
• parental and care leave
• Recharge Break (savings plan for a future paid leave of absence)
• employee assistant program with mental, family, and legal counselling
• flexible work arrangements
• base salary
• incentive plans
• employee share ownership plan
• retirement plan with employer pension match
• ongoing performance and development conversations
• Senior Talent Program
• global career opportunities
• access to our Schneider Career Hub for new positions, projects, and mentors
• learning platforms like Coursera

What This Job Offers

• Job Type: Full-time
• Career Level: Senior