Contact Centre Customer Service: Technical - Senior Professional

Bangalore, Karnataka
Permanent
Full-time

7 days ago

Job Description:The Digital Energy organization is currently building our Ecostruxure capabilities and looking for talent with a passion for helping Schneider Electric achieve its broader Digitization goals.The Predictive Connected Service Hub is one of the pillars of Digital Services Execution and a key resource in delivering added value to our customers. It is a highly visible organization at the forefront of Schneider Electrics IIoT (Industrial Internet of Things) and Digitization initiatives.We are looking for talents who can combine their deep technical expertise and passion for customers, with the ability to leverage Ecostruxure Asset Advisor for Electrical Distribution, to improve the performance and reliability of our customers’ electrical systems.The main mission is to implement a robust interface with countries, enhance our capabilities to deliver customer connection timely and at the right cost, as well as securing consistent value of the service with connectivity availability.Responsibilities:

Builds the view of the Connected Services hub provisioning backlog : align with GCP and Services and specify the required Business Intelligence tool to be used at central and country level
Be the interface with the team in charge of managing the backlog execution in countries and region
Monitors the connected sites with communication issues, gateways offline, and coordinate resolution with global CSH agents and local IoT engineers. Reinforce the playbooks and troubleshooting knowledge of CSH agents
Own the transfer from IoT engineers to CSH and build a strong interface, implement processes and gates to ensure proper hand off, data quality, gateway configuration, network stability,
Support to Handover Tool (HOT) deployment
Document and coordinate CSH pain points related to IoT engineer data and data quality : partial HOP, low quality of provisioning documentation, drive action plans to improve
Support Epas and Panel server for CSH agents
Support EAA API comm issues
Cybersecurity referent for CSH
Custom models : validate custom models created by global IoT engineers and secure countries use the right ones
Create and Maintain the custom model global repository (CWP/EPC) Data quality :

Skills:

Technical: Communication, Networking, Cybersecurity Knowledge
ideally prior experience as an IoT engineer
Understanding of SE's digitization journey (EcoStruxure), Asset Advisor, Power Advisor, PME
Experience working with Salesforce (bFO / bFS)
Flexibility in working with a global team; multiple time zones, accents, cultures
Self-Driven, Proactive Attitude
Disruptive mindset, ability to influence
Broad Knowledge of SE's products and solutions (especially Services and Digital Energy)
Ability to convey complex topics in a simplified way to non-technical colleagues
Strong project management, organization and documentation skills

Objective:

On time provisioning
First time hand-off between country and CSH
% Gateways online
Customer satisfaction
Cost to serve

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!€36 billion global revenue
+13% organic growth
150 000+ employees in 100+ countries
#1 on the Global 100 World’s most sustainable corporationsYou 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.At Schneider Electric, we uphold the highest standards of ethics and compliance, and we believe that trust is a foundational value. Our Trust Charter is our Code of Conduct and demonstrates our commitment to ethics, safety, sustainability, quality and cybersecurity, underpinning every aspect of our business and our willingness to behave and respond respectfully and in good faith to all our stakeholders. You can find out more about our Trust CharterSchneider Electric is an Equal Opportunity Employer. It is our policy to provide equal employment and advancement opportunities in the areas of recruiting, hiring, training, transferring, and promoting all qualified individuals regardless of race, religion, color, gender, disability, national origin, ancestry, age, military status, sexual orientation, marital status, or any other legally protected characteristic or conduct.

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