Senior Engineer I, Technical Customer Care

Job Title

The focus of this role is to help resolve product issues for Schneider Electric field engineers and partners. The role utilizes Schneider Electric equipment to simulate and test problems experienced in customer's environment. These troubleshooting actions require the configuration of servers, workstations, controllers, and databases while also using remote desktop software to connect to live systems for troubleshooting purposes.

Job functions include:

• Set up and configuration of Windows workstations/servers
• Installing and restoring Building Management Systems
• Work with debugging software and analyzing the resulting logs
• Using provided tools to decipher error logs to determine root cause of problems, such as Wireshark
• Interface with Engineering and Quality Assurance departments
• Ability to be a liaise between Engineering to explain the problem and QA for resolution when needed

Job responsibilities include:

• Troubleshooting and resolving complex system problems
• Understanding Control logic utilizing (DI, DO, AI, AO, Relays, NO, NC, Grnd, TX, RX)
• The ability to quickly learn new products
• Using reference manuals to learn and gain personal knowledge on the various products
• Thorough documentation of support case information and resolutions
• Capable of working with customers who have varying levels of product knowledge and experience
• Excellent phone and personal interaction skills:
  Ability to relate to the customer on their current issue and converse in a clear and calm demeanor

Preferred System Knowledge:

• Understanding of Security Technology, Access Control, CCTV, Intrusion Alarm systems, Intercom systems
• Understanding of BMS Technology, HVAC topologies, BMS integration, Field devices, control protocols

Bachelors degree in electrical engineering in computer science preferred

Must have 10+ years of field experience

Must have Tridium/Niagara Field Experience

Must have Niagara N4/AX Certification

HVAC/BMS Control background Niagara N4/AX Certification TAC IA – LON / Bac Net TAC Vista – LON

Eco Struxure Building Operation Information Technology, TCP/IP networks, servers, domains, firewalls, routing, windows, and mobile Operating systems. Electrical – Low voltage

It is designed for you to perform, grow, feel safe, and elevate your potential to shine as an impact maker. For this U.S. based position, the expected pay range is USD 101,600 - USD 152,400 per year. This pay range includes base pay and short-term incentives. The compensation range for this full-time position applies to candidates located within the United States.

Our pay ranges are determined by reviewing roles of similar responsibility and level. Within the pay range, individual pay is determined by several factors including performance, knowledge, job-related skills, experience, and relevant education or training.

Care for Yourself and Your Family. We ensure you feel secure with benefits that help you and your family thrive: medical (with member reward points), dental, vision, and basic life insurance, Benefit Bucks, flexible work arrangements, paid family leaves, well-being programs, 12 holidays per year, and 15 days of paid time off per year.

Invest and Plan Your Future. We help you plan and invest for the future with competitive pay and programs including base salary, incentives, company share ownership, and 401(k) with match.

Grow Your Skills and Career. We support development through performance discussions, global opportunities, the Schneider Career Hub, and learning platforms like Coursera.

Team Up in the Workplace. We encourage collaboration, recognition, sharing your voice, and an inclusive workplace.

Support Your Community. We make a difference through volunteer leave, programs with the Schneider Electric Foundation, youth education initiatives, and military leave benefits.

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. We are looking for IMPACT…