Manager-Microgrid Remote Support Specialist

Daily Job profile (As per need basis)

Remote support
Troubleshot customer queries with optimal resolution.
Remote connect to customer PME /SCADA/Equivalent system (If available), troubleshoot, resolve or institute workaround where possible
Escalate to field services and initiate engineer site dispatch if necessary.
Close or reassign cases based on SLA with customer.
Update customer on action taken and confirm satisfaction.
Work in rotating shifts , 5 day week , rotating weekly holidays

Detailed Role Description

This ideal candidate is responsible for providing Microgrid REMOTE SUPPORT for our global strategic and local accounts. Below outlined is the desired experience and daily job roles for this profile:
Desired experience:

Bachelors or master’s degree in engineering or equivalent from a recognized university. Exposure in Microgrid or electrical distribution system
is plus
Minimum 4+ years of experience with electrical system engineering, service, fault finding, commissioning, Microgrid or energy consulting.

Experience and knowledge of smart loads(IT,BMS,heat pumps,EV charging) and their optimization strategies.

Knowledge of SE EcoStruxure portfolio, asset management, demand response and energy consulting and its efficiency practices is a plus.

Exposure to CHP,renewable energy and storage. Understanding of PV panels, grid transfer is desirable.
Working knowledge in Schneider Electric products like software and meters (Power Scada expert, Power monitoring expert, Gateway, Power Meters etc...) is desirable.
Experience and practical knowledge on Power monitoring systems, energy meters, protective relays, circuit breakers etc. Knowledge through theory and on-site experience with LV Electrical Power networks

Experience with SCADA or equivalent systems, Configuration tools and HMI

Experience in On-site or remote advanced technical support for connectivity/system configuration issues(mandatory)

Knowledge of digital power metering systems, SE Power logic preferred.

SQL database querying and programming, VBA, C++ or Java coding experience is added advantage

Sound technical knowledge and capability around IT networking and computer systems, including MS Server operating system installation and configuration.

Experience communicating technical concepts to internal or external customers, both verbally and in writing.

Attention to detail, self-starter, proactive, keen to learn, good communication skills and result oriented. Able to work under pressure and with deadlines.

Able to work with people from a wide variety of technical backgrounds, including consultants, senior professional engineers, energy managers, electricians, IT engineers and personnel, account managers, sales personnel.

To be agood communicator , Able to work across borders inside a global community of experts, involving online tools and expertise repository.

• Customer satisfaction

• Incubate new offers

• Translate customer needs into prototypes

• Act as consultant for customized requests

• Analyze and enhance the offer value

• Listen to agents, CSMs and customers to translate customers (un)voiced needs into prototype

• Pilot prototypes and close the loop with marketing to industrialize or not

• Pilot new offers and other features proposed by marketing and Digital Service Menu

• Act as consultant for customized request from customers

• Act as liaison with offer management and CSH for process and tools development for new offers

• Act as the voice of the CSH along with Offer Management when defining requirements for reports, dashboards and new features

• Support CSH teams with implementation of new features/offers through training and hyper care activities

• Manage backlog of tools development for SP&C offer

• Interacts with a network of experts for advanced support of data analysis and recommendations to the customer

• Develop recommendations based on the data, creates reports and shares reports with the customer and provides direction to the customer as to actions required

• Extracts and analyzes data, runs analytics to identify trends, gap for improvement as well as sharing best practices across hubs

• Maintain SP&C Alarm Playbook and continue to expand to new products and alarms

• Interacts with customers to gain feedback on pilots, new features, gaps in current offers and provides remote troubleshooting (e.g. phone, chat, email, etc.) as needed

• Understanding of Energy Efficiency concepts and identifying opportunities to optimize energy consumptions