Advanced Technical Support Engineer -eMobility & Energy Management

Mission : Ensure the best Customer Experience and Satisfaction by providing a high quality professional Technical Support to current or future SE customers, particularly regarding technical information in eMobility & Energy Management.. Take the ownership and ensure the customer is satisfied before closing the request. Assure a proper resolution for queries related to commissioning, configuration, troubleshooting and product selection. Responsibilities : Provide technical support in post-sales and pre-sales by answering incoming communications from customers on all channels (ex : phone, email, chat) and prioritizing customer’s support needs. Assist customer with obtaining log and configuration files through network. Be able to perform remote connections in order to diagnose and solve customer needs. Assure proper escalation to the 3rd level support when necessary or to Field Service Team to provide on-site support as required by leading between departments and customer. Actively create / modify knowledge database, review FAQ’s, promote their usage towards the customers. Provide relevant product and process training to other team members. Ongoing proactive research and learning about new products, technologies and applications. Launch iniatatives looking for innovation and digital transformation to improve our processes and customer experience. Requirements : Education : Bachelor’s Degree with 3-5 years of work experience. Experience : Minimum 1 year Technical Support, Sales and / or customer service experience preferred. Skills : Expertise with : Knowledge in eMobility, Low Voltage Products and Power Meters. Knowledge in Energy Management (Microgrids). Knowledge in electrical loads that could affect in the energy consumption Industrial communication protocols (Modbus TCP / RTU, Ethernet IP). Industrial Networking (gateways, switches and routers) IT skills : Operating Systems (Windows, Linux). Computer Software knowledge. Profiency Portuguese. Fluency required in Spanish. Fluency required in English (C1 demonstrable). Strong verbal and written communication skills are required. Excellent problem solving abilities, aptitude to understand and explain technical information, interpersonal, communications and time management skills. Demonstrate a flair & understanding of customer support issues, flexibility and an ability to learn quickly. Key Performance Indicators : Customer Satisfaction (individual and team NSS). Case logging quality. FAQs (written / video). Training / coaching provided either to colleagues or customers.