Services Support Engineer

Job description

The Field Services Customer Care agent (FS-CC agent) is the entry point for Field Service Customers for service-related queries. Some of the inquiries typically managed by this team would include: Contract status, asset management, work order creation and tracking, case management and assistance with service offers. They will create Cases to manage customer inquiries as well as ‘ready to dispatch' Work Orders with all required information such as related Installed base, contract details, SLA requirements, location, defect symptoms and spare parts requirements. The agent will detect and qualify service leads with a high conversion rate. They are the internal customer advocates coordinating multiple internal organizations with the objective to provide an answer to customer issues and queries as per defined SLA's (Service Level Agreement). An FS-CC agent is keeping the customer proactively updated using case management strategies and multi-channel communication platforms. This role interacts with end-customers so the Field Services Customer Care agent must have strong communication skills.

Essential Responsibilities

· Initiation of work orders in bridge Field Services (bFS) and dispatch FSR's for break fix activities.

· Identification of safety requirements and necessary equipment (prevention Plan, FSR Certifications, PPE Personal Protective Equipment) so the FSR (Field Service representative) can plan the work order efficiently.

· Determining scope of work and pre-scheduling activities (FSR Equipment, Spare Parts identification, Entitlement status, SLAs) with the customer

· Contribute to FS growth objectives by detecting, qualifying and creating leads for the Sales Team to follow up on.

· Properly prioritize strategic account activities and customers under contracts based on pre-defined SLAs

· Provide remote support to FSSs (Field Service Sales) and FSRs

· Coordinate with Order Admin and the Procurement team the Orders for Spare parts, material and subcontracting needed for the intervention per Schneider process

· End2End case management and ownership, utilizing multi-channel tools (Email, Chat, Phone etc) to ensure the customer's case is moving along as per Escalation and Elevation SLA's.

· Seamlessly warm transfer customer to support specialist, while continuing to own the case and manage its evolution.

· Management of all multi-channel notifications to the customer (rescheduling, confirmations, deliveries, etc.)

· Recommend to FS management Operational Efficiency & Process Improvement

· Coordinate with Customer Care technical teams providing appropriate information. Take appropriate action as needed Provide feedback to ISSRs for any contract modifications

· Attendance and participation in regular review meetings with Operations and Sales teams

Main interactions:

Dispatchers, CCC Primary and Secondary technical teams, Field Service Representatives, Operations Leader, Order Management, Supply Chain and Inside Service Sales Representatives.

Key Success Factors

Help drive improvement in the Get Failure Support, Ease of Reaching the Right Person Driver question, pushing the result greater than 40%NSS

Good working relationship with other internal teams (Dispatchers, Technical Support, FSSs, FSRs, Supply chain analyst, order admin) to ensure responsiveness and collaboration while reaching targets on First time fix rate of 70%

Very high customer focus, relationship, organization and communication skills

Strong knowledge around Schneider Electrics broad service offering across multiple BU's with the ability to identify a business unit offer and its underlying support structure.

Desired profile

Qualifications :

·  BS in Industrial Engineering / Electrical Engineering / Industrial Computer Sciences
·  Minimum 2 years experience in Planning & Organization
·  Expertise in MS Office Applications
·  Effective Report Writing
·  Excellent analytic skills, Self starter, Quick learner, Good public speaking and interpersonal skills
·  Capability to deal with intense work load peaks
·  Salesforce and ServiceMax experience
·  ERP usage experience (preferably SAP, Oracle)
·  Experience in Customer Care Center preferred