Mission\: 

Provide Technical Support at advanced technical level 

Provide Professional Services \: Remote assistance,EcoStruxure Consultation,Onsite intervention (with agreement of local services 

Improve Customer Satisfaction by providing a high quality professional Advanced Technical Support to SE customers. 

Responsibilities\: 

Propose, create and publish Technical Articles, FAQs and Video FAQs from handled cases (bFO). 

Solve Cases requiring in-depth troubleshooting assistance and  Cases where Customer is requiring resolution for suspected bug(s). 

Understand and follow the customer complex solutions (EcoStuXure Architecture). 

Application and Environmental conditions evaluation 

Troubleshooting using remote monitoring tools and advanced technics. 

Be able to propose and configure all functions according to the customer application 

Maintain the work environment, laboratory equipment and tools at the best level to be able to simulate, replicate and understand reported customer escalations. 

Work closely with all teams in the technical support scope\: Primary and Expert support team, Internal Technical and Services Teams and BU during case life cycle time until it is successfully resolved from a customer point of view. 

Be able to perform tests to reproduce customer behavior on demo case 

Be able to collect information needed in case of escalation to L3 

Understand the source of problem and evaluate its impact and the mitgation actions 

Maintain the right  Expertise in Industrial Automation (PLC's ,HMI's and associated softwares)

Occasionally provide technical trainings to customers .