Technical Expert Support

Solve and track expert technical support requests from countries/customers using bFO timely and effective (description, problem verification, analysis, solution/workaround, customer information)

- Help maintain the reliability and performance of customer systems, and address any potential technical problems

- Identify and qualify product failures, and assist Engineering in understanding and resolving them

- Research, identify, develop and recommend corrective measures to address technical issues identified in the field or in-house (faster resolution for customer, connected to customer and tailored resolution)

- Participate in development projects by contributing knowledge of customer applications, providing user information requirements, providing test scenarios and typical use-cases, and occasional participation in actual development and Test cycles

- Develop and articulate customer support on line with global service and CCC strategy

-  If necessary go on site (worldwide)

- Performing technical analysis by reproducing customer environment

-  Close relationship to R&D, TEX and Validation team

- Providing expert knowledge via FAQs and resolutions

- Escalation of product issues along with the PEP process

-  Customer Support during field test

-  Training of L2 for current offer and new products

-  Support of product improvements and enhancements (PCR, BOC)

-  Act as contributor for Quality improvement

-  Support Marketing for new products

Bachelor/Master/Engineer in Electronics, Automation or comparable qualification

 - Experience in Motor Starter with good understanding of Customer application

 - Knowledge on standards ( how to use them )

- Autonomy, ability to summarize information and establish priorities

 - Good knowledge in PC Tools (Windows, MS-Office)

 - Good level of English mandatory, French language skills are highly appreciated

 - Communication skills

 - Team Player in our international team

 - Flexibility and Reliability

 - Readiness to travel

 - Customer orientation

- Knowledge of customer care or with some digital background is appreciated