Senior Engineer I, Technical Customer Care

We are seeking a highly skilled Expert Technical Support Engineer (L3) - Microgrid Solutions to join Schneider Electric's Customer Satisfaction & Quality organization. As the highest level of technical support, you will serve as a subject matter expert for Schneider Electric's Microgrid solutions.

This role involves providing expert technical support for Microgrid systems and associated digital applications. You will collaborate closely with Global R& D, Product Management, Quality, Engineering, and Regional Support teams to resolve complex customer issues and drive continuous product improvement.

Key Responsibilities

Expert Technical Support

• Provide Level 3 technical support for Microgrid solutions and associated software platforms.
• Analyze, diagnose, and resolve complex customer issues related to:
• EcoStruxure Microgrid Advisor
• Microgrid Operation and Control Systems
• Manage and drive incident resolution through Schneider Electric's support platforms, ensuring customer satisfaction and timely closure.

Technical Investigation & Root Cause identification

• Perform detailed troubleshooting of system-level issues involving hardware, software, communications, controls, and power systems.
• Collaborate with R& D and Product Engineering teams to investigate product defects and identify root causes.

Customer Engagement

• Act as the technical escalation point for critical customer issues globally.
• Maintain effective communication with customers and stakeholders throughout the issue resolution process.
• Participate in customer meetings and technical reviews when required.

Knowledge Management

• Develop and maintain technical knowledge articles, troubleshooting guides, FAQs, and best-practice documentation.
• Contribute to organizational knowledge-sharing initiatives and support continuous improvement efforts.

Training & Enablement

• Deliver technical training and mentorship to regional support teams and Level 2 support engineers.
• Support capability development across global support organizations.

Product Quality & Continuous Improvement

• Provide field feedback and customer insights to Product Management and R& D teams.
• Contribute to product enhancements, quality improvement initiatives, and issue prevention programs.
• Support new product introductions and solution validation activities.

Required Qualifications

Education

• Bachelor's or master's Degree in:
• Electrical Engineering
• Electronics Engineering
• Power Systems Engineering

Experience

• Minimum 8+ years of experience in one or more of the following domains:
• Microgrids
• Power Systems
• Energy Management Systems (EMS)
• Power Monitoring Systems
• Industrial Automation or SCADA Systems

Technical Expertise

Mandatory Skills

• Strong understanding of Microgrid architecture and operation.
• Strong understanding of electrical distribution systems and power quality.
• Experience with SCADA, EMS, and Power Monitoring solutions.
• Knowledge of industrial communication protocols:
• Modbus RTU/TCP
• IEC 61850
• DNP3
• Ethernet-based industrial networks
• Ability to analyse power system events, alarms, logs, and communication issues.

Preferred Skills

• Experience with Schneider Electric EcoStruxure solutions.
• Knowledge of Scada Systems.
• Understanding of Grid Interconnection and Smart Grid technologies.
• Knowledge of IEC, IEEE, UL, and power system standards.

Behavioural Competencies

• Customer-centric mindset.
• Strong analytical and troubleshooting skills.
• Excellent verbal communication.
• Ability to work across global and multicultural teams.
• Self-motivated and proactive problem solver.
• Strong stakeholder management and collaboration skills.

Travel Requirement

• Willingness to travel occasionally to customer sites for technical investigations, and critical issue resolution.

Rewards designed for you

Our Total Rewards is our way of saying: We see you and we value you. It's more than just pay and benefits-it's a meaningful investment in you. It is designed to help you perform, grow, feel safe, and elevate your potential. The package helps you care for yourself and your family, plan your future, grow your skills and career, collaborate in an inclusive workplace, and contribute to your community. At Schneider Electric, we're here for what matters most to you. Discover more at our Career Page.

* Country-specific programs and initiatives may be available.

Looking to make an IMPACT with your career?

When you are thinking about joining a new team, culture matters. At Schneider Electric, our values and behaviors are the foundation for creating a great culture to support business success. We believe that our IMPACT values - Inclusion, Mastery, Purpose, Action, Curiosity, Teamwork - starts with us.

IMPACT is also your invitation to join Schneider Electric where you can contribute to turning sustainability ambition into actions, no matter what role you play. It is a call to connect your career with the ambition of achieving a more resilient, efficient, and sustainable world.

We are looking for IMPACT Makers; exceptional people who turn sustainability ambitions into actions at the intersection of automation, electrification, and digitization. We celebrate IMPACT Makers and believe everyone has the potential to be one.

Become an IMPACT Maker with Schneider Electric - apply today!

€40 billion global revenue
+9% organic growth
150 000+ employees in 100+ countries

You must submit an online application to be considered for any position with us. This position will be posted until filled.

Schneider Electric aspires to be the most inclusive and caring company in the world, by providing equitable opportunities to everyone, everywhere, and ensuring all employees feel uniquely valued and safe to contribute their best. We mirror the diversity of the communities in which we operate, and 'inclusion' is one of our core values. We believe our differences make us stronger as a company and as individuals and we are committed to championing inclusivity in everything we do.

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