Expert Customer Support Engineer -Foxboro
Schneider Electric
- Cairo
- Permanent
- Full-time
- 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.
- 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.