Sr. Remote Support Engineer

EPMS Remote Support Engineer

This ideal candidate is responsible for providing EPMS remote support for our global strategic and local accounts. Below outlined is the desired experience and daily job roles for this profile:

Desired experience:

• Bachelor's or master's degree in engineering or equivalent from a recognized university.
• Training in buildings management system or electrical distribution system is plus.
• Minimum 3 years of experience with electrical system engineering, service, fault finding or commissioning.
• Experience and practical knowledge on power monitoring systems, energy meters, protective relays, circuit breakers etc.
• Knowledge through theory and on-site experience with LV electrical power networks.
• Experience with SCADA or equivalent systems, configuration tools and HMI.
• Experience in on-site or remote advanced technical support for connectivity/system configuration issues (mandatory).
• Knowledge of digital power metering systems, SE Power logic preferred.
• SQL database querying and programming.
• Sound technical knowledge and capability around IT networking and computer systems, including MS Server operating system installation and configuration.
• Experience communicating technical concepts to internal or external customers, both verbally and in writing.
• Attention to detail, self-starter, proactive, keen to learn, good communication skills and result oriented.
• Able to work under pressure and with deadlines.
• Able to work with people from a wide variety of technical backgrounds, including consultants, senior professional engineers, energy managers, electricians, IT engineers and personnel, account managers, sales personnel.
• Able to work across borders inside a global community of experts, involving online tools and expertise repository.

Job roles:

• Remote support:
• Complete EPMS onboarding to CSH team, including scope, SLA, tools, reporting, training on site team (with support from DE hub manager and account team).
• Troubleshot customer queries with optimal resolution.
• Confirm request is covered within customer agreement.
• Remote connect to customer PME /SCADA/Equivalent system (If available), troubleshoot, resolve, or institute workaround where possible.
• Escalate to field services and initiate engineer site dispatch if necessary.
• Close or reassign cases based on SLA with customer.
• Update customer on action taken and confirm satisfaction.
• Documentation and knowledge management:
• For each case registered, document actions taken in the work order management system precisely.
• Adhere to team documentation and data management process 100%.
• Use existing knowledge base and other resources to assist in fault finding and resolution.
• Update knowledge base and/or team resources with site or contract specific information, best practices etc based on interactions.
• Ensure shift handover process is followed correctly and open cases are transferred to peers as per the team's process.
• Support & Training:
• Ensure training is completed in accordance with your employee development plan.
• Provide in house training/knowledge share sessions for BA team based on learning.
• Identify and implement system improvements.
• Initiate your own training to maintain a thorough knowledge of the Schneider Electric and associated tools and resources, and customer specific tools and resources.
• Be a self-learner and drive the initiative.