This position is a technical support position for the Remote Support Services (RSS) Team. The RSS Team provides a singular, central contact point for ESPC clients, installation teams, and Performance Assurance project teams to receive remote assistance, minor and ongoing training, and support with Building Automation System operations, installation, functionality, comfort issues, and project warranty issues. In this position you will document and respond to clients (internal and external) inquiries in a closed loop process by taking ownership of the inquiry and either responding directly or escalating to appropriate resources. In addition to providing remote support in this position you will also be providing the backbone of ESPC performance monitoring, collecting client contractual compliance data, identifying EMS problems, and notifying project teams.
Character Requirements:
Integrity: being above board in all internal & external relationships
Decisiveness: can sort through information and make appropriate and timely decisions
Initiative: recognizes opportunity and action without being asked
Diligence: energized by being diligent in meeting deadlines and completing tasks on time.
Thoroughness: pays close attention to detail and produces accurate work in a timely fashion
Responsibility: understands expectations and follows through in accomplishing them
Position responsibilities:

• Provide timely resolution and direction to both internal and external Client inquiries and maintain ownership of the inquiry through closed-loop communication to ensure acceptable levels of profitability and Client satisfaction.
• Exhibit professionalism by displaying a calm, courteous, and genuine concern for both internal and external Client inquiries.
• Maintain ownership while resolving both internal and external Client issues through the proper escalation path.
• Acquire and document inquiries, actions, and documentation from both internal and external Clients into the appropriate data management tool from inquiry to completion, and completion to call closure.
• Quickly recognize and classify an internal or external Client's resolution urgency to ensure that an inquiry is taken through the appropriate escalation path to ensure that an issue is addressed quickly.
• Quickly Recognize and Classify inquiries into "level" classifications to ensure that an inquiry is taken through the appropriate escalation path to ensure that redundant resources are not wasted.
• Participate, update, and contribute to the current product support knowledge databases and lessons learned to increase future issue resolution efficiency for the RSS group and Schneider Electric.
• Effectively communicate with other groups within Client Services, ESS, and Schneider Electric to ensure acceptable levels of profitability while maintaining acceptable levels of internal and external Client satisfaction.
• Continuously improve understanding of Schneider Electric Building Automation Systems and gain a sufficient level of understanding of non-Schneider Electric product to support existing ESPC Contracts.
• Assist and provide training for tasks to installation project teams, performance management teams, and notify Schneider Electric employees of Client training needs.
• Assist and aid with resolving project technical issues to ensure acceptable levels of profitability while maintaining acceptable levels of internal and external Client satisfaction.
• Perform assigned project review on time and in accordance with the project specific review plan to ensure acceptable levels of profitability while maintaining acceptable levels of internal and external Client satisfaction.
• Effectively communicate issues identified during project review outside of the scope of the project review plan to the assigned performance management team to ensure acceptable levels of profitability and customer satisfaction are achieved.
• Effectively communicate discrepancies in budgeted hours to performance teams for year-end financial adjustments to ensure acceptable levels of profitability.
• Assist in training Remote support engineers and Client support engineers to improve the strength of the team, communicate process workflows to business partners to align expectations with deliverables, and Document/Communicate needed process changes to help streamline the RSS Process.
• Understand that there are many factors out of the RSS Teams control and be willing to use the appropriate processes and people skills to work through, around, or over obstacles to ensure that issues are resolved.
• Understand that even though most RSS functions are sedentary, some travel could be necessary to diffuse tough issues to maintain customer satisfaction and project profitability, train internal and external customers on best practices, resolve tough issues that only RSS knowledge can resolve, and address issues that can only be resolved when on-site.
• Process product through the defined repair process, provide advance replacement product to internal and external clients, and manage inventory in accordance with defined quality control practices.
• Understand that the above list is a guide and other expectations will be communicated.

Education:

• Four-year engineering degree or equivalent related work experience

Experience:

• Five years of building HVAC systems, energy management and building automation system experience

Essential skills and qualifications:

• Excellent Customer Service skills including, but not limited to, the ability to perform thorough data collection for issue resolution and knowledge base enhancement, the ability to control temperament and maintain a positive attitude when needed to diffuse tough situations, the ability to follow through with issue resolution and close-loop communications to internal and external clients, the ability to place a personal stamp on work without taking work personally, and be willing to help with any presented issues that assist in keeping projects profitable while maintaining acceptable levels of internal and external customer satisfaction.
• Advanced understanding of current and legacy BAS Systems not limited to Ecostruxure, Vista, I/Net, Continuum, I/A, and other Product lines found in current ESPC Projects
• Strong understanding of personal computers and network communications.
• Strong understanding of building environmental systems, HVAC, and the impact of building design limitations.
• Excellent verbal and written communication skills including, listening effectively, and solicit input from others.
• Excellent organizational skills including, but not limited to, the ability to handle multiple demands and assignments, and prioritize tasks effectively/efficiently.
• Excellent troubleshooting/issue resolution skills including, but not limited to, BAS or HVAC Systems, diffusing tough issues, and process limitations.
• The ability to analyze facility operation using project plans, historical trend data, sequence of operations, design intent, design results, and common sense.
• Other skills as needed.

PHYSICAL DEMANDS: The physical demands described here are representative of those that
must be met by an employee to successfully perform the primary duties of this job. Reasonable
accommodations may be made to enable individuals with disabilities to perform the primary duties.
The work is sedentary. Typically, the employee may sit comfortably to do the work. However, there may be some movement from area to area, transporting of items such as, a laptop computer, paper, books, and small parts, driving an automobile, etc.
WORK ENVIRONMENT : The work environment characteristics described here are representative of
those an employee encounters while performing the primary duties of this job. Reasonable
accommodations may be made to enable individuals with disabilities to perform the primary duties.
While performing the primary functions of the job, the employee is regularly exposed to a general office
environment. During periods of project site visits, the employee will be exposed to outside weather
conditions as well as mechanical equipment rooms which could consist of confined spaces and loud
noises. Employee may work in different environments while on various job sites. This job will require
approximately 0-10% travel to project sites. Travel will occur using an automobile or by airplane to destinations.
Schneider Electric offers a robust benefits package to support our employees such as flexible work arrangements, paid family leave, 401(k) match, and more. Click here to find out more about working with us: http://se.com/us/careers.
We seek out and reward people for being straightforward, open, passionate, effective and challenging the status quo. We want our employees to reflect the diversity of the communities in which we operate. We welcome people as they are, creating an inclusive culture where all forms of diversity are seen as a real value for the company. We're looking for people with a passion for success - on the job and beyond. See what our people have to say about working for Schneider Electric: https://youtu.be/6D2Av1uUrzY.
Let us learn about you! Apply today.
You must submit an online application to be considered for any position with us. This position will be posted until filled.
As a federal government contractor, all Schneider Electric U.S. employees (including U.S. territories and Puerto Rico) must be fully vaccinated against COVID-19, subject to federal laws.
It is the policy of Schneider Electric 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.
Concerning agencies: Schneider Electric does not accept unsolicited resumes and will not be responsible for fees related to such.
Schneider Electric is an Affirmative Action and Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.

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Let us learn about you! Apply today.
You must submit an online application to be considered for any position with us. This position will be posted until filled.

Why us?
Schneider Electric is leading the digital transformation of energy management and automation. Our technologies enable the world to use energy in a safe, efficient and sustainable manner. We strive to promote a global economy that is both ecologically viable and highly productive.
€25.7bn global revenue
137 000 employees in 100 countries
45% of revenue from IoT
5% of revenue devoted for R&D
You must submit an online application to be considered for any position with us. This position will be posted until filled
It is the policy of Schneider Electric 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. Concerning agencies: Schneider Electric does not accept unsolicited resumes and will not be responsible for fees related to such.