Role Purpose

Provides customer-site installation, servicing, training, troubleshooting, and upgrades for customers where the work requires system-level knowledge and may require oversight from a Senior or Principal Service Engineer.  Is accountable for developing technical competence, understanding of Schneider’ products and their applications, and professional (customer-facing) capabilities.

Key Responsibilities

1.  Performs installation, startup and commissioning of Schneider products at the system level

2.  May perform preventive and remedial maintenance on non-company instruments and/or systems

3.  Troubleshoots mechanical, hardware, software and systems failures using established procedures and determines the most cost-effective repair/resolution to minimize customer downtime

4.  Prepares timely site reports detailing product failure trends and service reliability issues

5.  Develops routine upgrade plans and may lead upgrade projects

6.  Discusses instrument and system maintenance agreement details with customers to ensure understanding

7.  Serves as a mentor and technical resource to Graduate Service Engineers

8.  Identifies upgrade opportunities and alerts Service team members to further investigate and qualify the opportunities

9.  Consults with the customer and provides solutions for service or productivity issues

10.  Provides on-demand, baseline level customer training, as needed

11.  Identifies “out of scope” situations that require re-contracting or additional resources to meet customer needs, deliverables, and deadlines and works with the Project Manager or Service leadership to address them

12.  Attends site surveys and provides timely reports to Sales that enable accurate service or project quotes

13.  Increases margins by minimizing re-work and complying with Schneider’ Engineering Procedures