Deputy Manager - Global Customer Support

Job Responsibilities: This is a technical support department [ GCS ] looking for 1-2 years automation experience who would get an opportunity to learn and technically support Schneider automation customers globally. This is a specialized technical support department where you learn on various automation products to technically support installed customer bases by identifying and analyzing the customer issues on day to day basis.

Describe TAC role in brief:

The Global TAC SE EECI Team in Chennai provides advanced technical support to automation customers worldwide in the field of process automation. TAC's responsibility encompasses both hardware and software system analysis for Foxboro DCS and Triconex systems, including upcoming versions. TAC EECI, located in Chennai, servers as an expansion of Schneider's TAC USA.

Direct Reporting to: TAC Manager - Global Customer Support

Location - Chennai

Job Description:

Roles & Responsibilities:

Providing technical support to SE process automation customers to solve both hardware, software and application problems. Analyzes reported issues based on system diagnostics, issue symptoms, and customer data. Provide timely solutions to the customer by independently understanding the site issues and reproducing them. In the event of a system bug, utilizes appropriate tools and procedures to communicate with the customer and escalate the issue to Development. Should possess knowledge of operations and protocols involving DCS, PLC and Safety systems

1 Responds to customer issues via telephone, email, and the web. Supports SE teams, SE Field Service, Project Operations, or other SE personnel with technical assistance. Follows SE policies regarding escalation procedures in critical or unique situations.

2 Establishes effective working relationships with customers, co-workers, and cross-departmental personnel by using good communication skills. Developing effective working relationships and clear communications with customers from a wide variety of cultural and professional backgrounds is essential.

3 Management of TAC labs, including the documentation and management of LAB assets. Support other TAC analysts with the configuration of a system that can reproduce typical site issues in the lab.

Qualifications

Preferred Qualifications and experience:

• Bachelor's degree in Instrumentation, E.E or related Qualification.
• Knowledge of operations and protocols involving DCS, PLC and Safety systems
• Seeking experience with Computer Networking
• Knowledge on any programming language such as Linux, Python, C will be an added advantage.
• Knowledge on Communication protocols like OPC, Modbus, serial links, RS232/485, etc. will be an added advantage.

Experience : 1- 2 years
Qualification : B.E. in Instrumentation / Control Engineering/ Electronics or Electrical

Schedule: Full-time
Req: 0094IE