Who are we and what do we stand for?

When you work for Schneider Electric you work for a company that is passionate about its people. Our people vision says, Great people, make Schneider Electric a great company. We are proud to promote purpose, diversity, inclusion, learning, and work-life integration - we're a great place to work and we are continually striving to be the best place to work!

Your Mission

As an Expert Customer Support Engineer, your primary responsibility will be to provide technical support to customers on complex systems, products, and software solutions. You will work closely with customers, field service personnel, sales representatives, and development teams to ensure that customer issues are resolved quickly and effectively.

Responsibilities:

• Providing advanced technical support to customers and field service personnel via phone, email, and other communication channels.
• Providing on-site support, when needed
• Troubleshooting complex issues related to Foxboro's systems, products, and software solutions.
• Collaborating with development teams to resolve customer issues and improve product performance.
• Escalating complex technical issues to higher-level support teams, as necessary
• Replication / duplication of product issues reported by customers
• Perform test and validation for new products/versions with R&D/Engineering teams.
• Document all cases and findings in case management tracking tool.
• Perform diagnostic research and analysis related to product symptoms.
• Participates in documentation, checklists, troubleshooting guides creation to be used in GCS global.
• Perform complex problem solving, data collection and software upgrades.
• Develop effective working relationships with customers, co-workers, and cross departmental personnel.
• Document customer information and recurring technical issues to support product quality programs and product development.
• Preform some delegated tasks from Team Leader.
• Transfers /shares Knowledge within GCS Cairo Office and other GCS offices.
• Participate in training & support in advisories products and reporting.

Qualifications

Skills & Qualifications:

• Bachelor's Degree in Electrical Power or Communication (Must).
• Minimum of 5 years of experience in Automation and Control (Must).
• Confirmed experience with Foxboro's products and solutions.
• Strong technical knowledge of the products, systems, and software solutions that Foxboro offers.
• Previous background in computer networking, including installations, setup, and troubleshooting.
• Good knowledge of Microsoft Operating Systems.
• CCNA certified (Preferred).
• Previous experience work on FAT/sites for Foxboro projects.
• Willing to travel if needed.
• Strong customer focus.
• Fluency in English Speaking, Writing, and Reading.
• Very good communication skills and Problem-solving skills.
• A good team player.
• Ability for self-study.
• Ability for providing training.

Schedule: Full-time
Req: 008SCG