Engineer II​/Senior Technician II, Technical Customer Care

Senior Engineer I, Technical Customer Care Foxboro MA What will you do? Technical Support, Leadership & Problem Resolution

• Serves as a senior technical authority for customers, partners, and internal stakeholders across Foxboro SDA and DCS hardware, software, networking, and application platforms.
• Leads the investigation and resolution of complex, high-impact customer issues, performing advanced root cause analysis using system diagnostics, customer data, logs, and product behavior.
• Develops innovative troubleshooting methodologies and drives corrective and preventive actions to reduce recurring issues and improve customer satisfaction.
• Provides expert-level technical support through phone, email, web, and remote collaboration tools, ensuring timely resolution of critical customer escalations.
• Acts as the primary technical escalation point for support engineers, System Integrators, Field Service personnel and other Schneider Electric teams.
• Identifies product defects, systemic issues, and improvement opportunities, collaborating with engineering and product management teams to drive long-term solutions.
• Mentors and coaches junior support engineers, promoting technical excellence and knowledge sharing across the organization.

• Builds and maintains strong relationships with customers, partners, and internal stakeholders, serving as a trusted technical advisor for complex operational and business challenges.
• Leads cross-functional collaboration efforts to align technical solutions, customer expectations, and business objectives.
• Drives effective communication during critical incidents, providing clear status updates, technical recommendations, and executive-level summaries when required.
• Develops and promotes best practices, support processes, and knowledge management initiatives to improve organizational effectiveness.
• Influences decision‑making across departments through technical expertise, analytical insights, and customer‑focused recommendations.

• Represents Global Customer Support in new product development initiatives, ensuring serviceability, support readiness, and customer requirements are incorporated into product design.
• Provides technical leadership during product planning, design reviews, testing, and release readiness activities.
• Partners with development teams to define service requirements, validate technical documentation, and improve product reliability, maintainability, and supportability.
• Identifies trends from customer‑reported issues and translates findings into actionable recommendations for product enhancements.
• Designs, develops, and delivers advanced technical training programs for support engineers, field service personnel, system integrators, and customers.
• Contributes to technical standards, support strategies, and continuous improvement initiatives across the organization.

• Provides onsite and remote support for critical customer situations, including system audits, performance assessments, software upgrades, migrations, and complex troubleshooting activities.
• Leads customer engagement efforts during major incidents, ensuring effective coordination among support, engineering, and project teams.
• May travel as required to support strategic customer accounts, critical escalations, and specialized technical projects.

• Drives adoption and continuous improvement of support processes, diagnostic tools, knowledge bases, and escalation procedures.
• Ensures compliance with established quality, safety, cybersecurity, and operational standards.
• Analyzes support metrics and customer trends to identify opportunities for process optimization and service improvement.
• Establishes and maintains technical documentation, troubleshooting guides, and reusable solution repositories.
• Participates in strategic initiatives aimed at improving customer experience, reducing resolution times, and enhancing support efficiency.

Bachelor's degree in Engineering, Computer Science, Information…